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.
Full text not available in this repository. (Request a copy from the Strathclyde author)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) |
| 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: | 12 Mar 2012 11:18 |
| URI: | http://strathprints.strath.ac.uk/id/eprint/27265 |
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