Gountas, Sandra; Ewing, Michael T.; Gountas, John I. - In: International Journal of Culture, Tourism and … 1 (2007) 1, pp. 97-109
Purpose – To discuss the importance of the relationship between service providers' positive affective displays, the value of a “real” smile within the consumers' perception of authentic service delivery and how these relate to satisfaction and future intentions. Design/methodology/approach...