JSC Lin, CY Lin - Journal of Service Management, 2011 - ingentaconnect.com
Purpose‐The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and …
[引用][C]What makes service employees and customers smile
JSC Lin, L Cheng-Yu - Journal of …, 2011 - Emerald Group Publishing, Limited