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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
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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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Donning the mask : the impact of Covid-19 on emotional labour performance
Lafferty, Niamh; MacCurtain, Sarah; McNamara, Patricia … - In: International journal of quality and innovation : IJQI 5 (2021) 2, pp. 141-157
Persistent link: https://www.econbiz.de/10012613723
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Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy; Thomaz, Felipe; Hadi, Rhonda; Stephen, … - In: Journal of marketing 86 (2022) 1, pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
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Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine; Lopes, Sergio Dominique; Wang, Xuequn - In: Journal of hospitality marketing & management 29 (2020) 4, pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
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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
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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
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Bots with feelings : should AI agents express positive emotion in customer service?
Han, Elizabeth; Yin, Dezhi; Zhang, Han - In: Information systems research : ISR 34 (2023) 3, pp. 1296-1311
Persistent link: https://www.econbiz.de/10014384236
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A study on investigating the online impulse purchase intention of Indian women
Divakar, P.; Venkatesh, R. - In: International journal of work innovation : IJWI 5 (2024) 2, pp. 164-182
Persistent link: https://www.econbiz.de/10014547212
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720