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The perceptive customer: how do employees' emotional labor strategies affect service outcomes?

Groth, M. and Hennig-Thurau, Thorsten and Walsh, G. (2009) The perceptive customer: how do employees' emotional labor strategies affect service outcomes? Academy of Management Journal, 52 (5). pp. 958-974.

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Abstract

This paper examines how employees' emotional labor strategies affect service outcomes.

Item type: Article
ID code: 27265
Keywords: perceptive customer, employees, emotional labor, strategies, service outcomes, Social Sciences (General), Business, Management and Accounting(all), Business and International Management, Strategy and Management, Management of Technology and Innovation
Subjects: Social Sciences > Social Sciences (General)
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Mrs Jan Whiteford
    Date Deposited: 02 Sep 2010 14:15
    Last modified: 05 Sep 2014 05:32
    URI: http://strathprints.strath.ac.uk/id/eprint/27265

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