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.

Abstract

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

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• Item metadata

  Item type:	Article
  ID code:	27265
  Dates:	Date Event October 2009 Published
  Subjects:	Social Sciences > Social Sciences (General)
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Mrs Jan Whiteford
  Date deposited:	02 Sep 2010 13:15
  Last modified:	11 Nov 2024 09:33
  URI:	https://strathprints.strath.ac.uk/id/eprint/27265