There is more than obeying display rules: Service employees’ motives for emotion regulation in customer interactions
Author:
Publisher
Informa UK Limited
Subject
Organizational Behavior and Human Resource Management,Applied Psychology
Link
http://www.tandfonline.com/doi/pdf/10.1080/1359432X.2013.839548
Reference82 articles.
1. Emotional Labor in Service Roles: The Influence of Identity
2. Diversity and Emotion: The New Frontiers in Organizational Behavior Research
3. Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
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