We use the customer service context to examine the impact observations of other's
emotional displays have on people from multiple perspectives, including customers' …

Over recent years, the service sector has grown at a dramatic rate, and with it has come
significant challenges for the operators in this field. Not least of these has been the desire of …

At the same time that the emotional demands of service work are receiving increasing
attention in the literature, academic and popular authors are proposing that person …

Reports on a study looking at dimensions of service providerperformance that influence
immediate emotional responses to serviceencounters, based on 914 service encounters …

Customers often experience intense emotions during service encounters. Their perceptions
of how well contact employees demonstrate emotional competence in emotionally charged …

This article advances our understanding of the influence of affect in consumers' responses to
brief, nonpersonal service encounters. This study contributes to the services marketing …

This paper examines the interplay between emotions expressed by patients and their
families (consumers) and those expressed and recruited by physicians (service providers) in …

Reports on a study looking at dimensions of service providerperformance that influence
immediate emotional responses to serviceencounters, based on 914 service encounters …

Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …

This article introduces customer emotion management as an integral part of the service
experience. By building primarily on Hochschild (1983), this study provides a deeper …