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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.