1. Abraham, R. (1998), “Emotional dissonance in organizations: antecedents, consequences and moderators”,Genetic, Social and General Psychology Monographs, Vol. 124, pp. 229‐46.
2. PERFORMANCE EVALUATION IN WORK SETTINGS
3. Emotion in the Workplace: A Reappraisal
4. Bardzil, P.J., Lewis, B.R. and Robertson, I.T. (2000), “Understanding customer service: modeling the determinants of the service experience”,Quality in Services (QUIS 7) – Service Quality in the New Economy: Interdisciplinary and International Dimensions, Karlstaad, pp. 33‐43.
5. Bardzil, P.J., Lewis, B.R. and Robertson, I.T. (2002), “Modeling and measuring key determinants of the customer’s service experience”,QUIS 8. Quality in Service: Crossing Borders, University of Victoria, pp. 163‐6.