Frontline employees' display of fake smiles and angry faces : when and why they influence service performance
Andreas T. Lechner, Frank Mathmann, and Michael Paul
| Year of publication: |
2022
|
|---|---|
| Authors: | Lechner, Andreas ; Mathmann, Frank ; Paul, Michael |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 25.2022, 2, p. 211-226
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| Subject: | authenticity | choice | choice confidence | emotion display | emotional labor | inauthenticity | Emotion | Dienstleistungsqualität | Service quality | Glaubwürdigkeit | Credibility | Vertrauen | Confidence | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Verkaufspersonal | Salespeople |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670520975148 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013268016