Narrow search
Showing 1 - 10 of 121
Cover Image
The bright side of emotional labor
Humphrey, Ronald H.; Ashforth, Blake E.; Diefendorff, … - In: Journal of organizational behavior : OB ; the internat. … 36 (2015) 6, pp. 749-769
Persistent link: https://www.econbiz.de/10011448359
Cover Image
Fake it to make it? : emotional labor reduces the racial disparity in service performance judgments
Grandey, Alicia; Houston, Lawrence; Avery, Derek R. - In: Journal of management 45 (2019) 5, pp. 2163-2192
Persistent link: https://www.econbiz.de/10012004620
Cover Image
Emotional labor in hospitality : positive affective displays in service encounters
Li, Jing; Farber Canziani, Bonnie; Barbieri, Carla - In: Tourism and hospitality research : the surrey quarterly … 18 (2018) 2, pp. 242-253
Persistent link: https://www.econbiz.de/10011846887
Cover Image
Kunden fürs Leben : so schaffen Dienstleister Premium-Service mit den Prinzipien der The Ritz-Carlton Hotel Company
Michelli, Joseph - 2009
Persistent link: https://www.econbiz.de/10003788282
Cover Image
"What is beautiful is good" : impact of employee attractiveness on market success
Fichtel, Sina - 2009
Persistent link: https://www.econbiz.de/10003809865
Cover Image
Personale und organisationale Prädiktoren von Kundenorientierung und Kundenzufriedenheit : eine Untersuchung im therapeutischen Dienstleistungsbereich
Egold, Nikolai Wassil; Dick, Rolf van; Zapf, Dieter - In: Zeitschrift für Personalpsychologie 8 (2009) 4, pp. 180-190
Persistent link: https://www.econbiz.de/10003889509
Cover Image
Spiritual climate of business organizations and its impact on customers' experience
Pandey, Ashish; Gupta, Rajen K.; Arora, A. P. - In: Journal of business ethics : JOBE 88 (2009) 2, pp. 313-332
Persistent link: https://www.econbiz.de/10003890514
Cover Image
Breach begets breach : trickle-down effects of psychological contract breach on customer service
Bordia, Prashant; Restubog, Simon Lloyd D.; Bordia, Sarbari - In: Journal of management : JOM 36 (2010) 6, pp. 1578-1607
Persistent link: https://www.econbiz.de/10008701397
Cover Image
Hiding customer complaints : studying the motivations and forms of service employees' complaint concealment behaviours
Harris, Lloyd C.; Ogbonna, Emmanuel - In: British journal of management : BJM 21 (2010) 2, pp. 262-279
Persistent link: https://www.econbiz.de/10003980439
Cover Image
Kulturbedingte Serviceorientierung : Erkenntnisse der aktuellen Unternehmenskulturforschung mit Implikationen für die Praxis
Sackmann, Sonja A.; Friesl, Martin - In: Serviceorientierung im Unternehmen : Forum …, (pp. 419-439). 2010
Persistent link: https://www.econbiz.de/10003943290