What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

JSC Lin, CY Lin - Journal of Service Management, 2011 - emerald.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 …
被引用次数：151 相关文章

What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

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