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Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu; Chi, Nai-Wen; Gremler, Dwayne D. - In: Journal of service research 22 (2019) 3, pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
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The effects of smileys on receivers' emotions
Lohmann, Katja; Pyka, Sebastian Stefan; Zanger, Cornelia - In: The journal of consumer marketing 34 (2017) 6, pp. 489-495
Persistent link: https://www.econbiz.de/10011814479
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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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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses
Christ-Brendemühl, Sonja - 2022
Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...
Persistent link: https://www.econbiz.de/10013270870
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A meta-analysis of frontline employees' role behavior and the moderating effects of national culture
Schepers, Jeroen J.L.; Borgh, Michel van der - In: Journal of service research 23 (2020) 3, pp. 255-280
Persistent link: https://www.econbiz.de/10012265752
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The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye; Yi, Youjae - In: Psychology & marketing 40 (2023) 7, pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
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Impact of emotional intelligence and emotional labor on organizational outcomes in service organizations : a conceptual model
Rathi, Neerpal - In: South Asian journal of management : SAJM 21 (2014) 4, pp. 54-71
Persistent link: https://www.econbiz.de/10010519710
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Customer delight and work engagement
Barnes, Donald C.; Collier, Joel E.; Robinson, Stacey - In: The journal of services marketing 28 (2014) 5, pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
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Service, emotional labor, and mindfulness
Wang, Emma; Berthon, Pierre R.; Leyland, Pitt; … - In: Business horizons 59 (2016) 6, pp. 655-661
Persistent link: https://www.econbiz.de/10011609830
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797