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Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy
Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974
Persistent link: https://www.econbiz.de/10008326314
Cover Image
Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy
Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974
Persistent link: https://www.econbiz.de/10003906453