Customer reactions to emotional labor The roles of employee acting strategies and customer detection accuracy.

Customer reactions to emotional labor The roles of employee acting strategies and customer detection accuracy.

Bibliografische gegevens
Gepubliceerd in:Academy of management journal V. 52, 1-6 (2009).
Hoofdauteur: Groth, Markus
Formaat: Artikel
Taal:English
Onderwerpen:
Employee attitude.
Service Industries.
Consumer attitudes.
Quality of service.
Impact analysis.