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Emotion display rules at work in the global service economy: the special case of the customer
Grandey, Alicia; Rafaeli, Anat; Ravid, Shy; Wirtz, Jochen; … - In: Journal of service management 21 (2010) 3, pp. 388-412
Persistent link: https://www.econbiz.de/10003993798
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When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella; Rees, Laura; Wirtz, Jochen; Kopelman, Shirli - In: Journal of service research 22 (2019) 3, pp. 223-240
Persistent link: https://www.econbiz.de/10012126364