Author:
Marques Gabriela Silva,Monteiro Anabela
Publisher
Springer Nature Singapore
Reference56 articles.
1. Albrecht, K. (1998). Revolução nos serviços: Como as empresas podem revolucionar a maneira de tratar os seus clientes (5th ed.). Pioneira.
2. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Human Relations, 18(1), 88–115.
3. Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229–1238.
4. Barsade, S. G. (2002). The ripple effect: Emotional contagion and its influence on group behavior. Administrative Science Quarterly, 47, 644–675.
5. Boukis, A., Koritos, C., Daunt, K. L., & Papastathopoulos, A. (2020). Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management, 77, 103997.