Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Individual and organizational perspectives on emotion …, (pp. 219-236). 2006
The aim of the research reported in this article was to develop a conceptual model that links emotional labor strategies performed by service employees to a number of relevant antecedents as well as to a variety of customer outcomes. We link emotional labor directly to the customer domain by...
