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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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Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries
Subramony, Mahesh; Ehrhart, Karen Holcombe; Groth, Markus; … - In: Journal of service management 28 (2017) 5, pp. 837-865
Persistent link: https://www.econbiz.de/10011801801
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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
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Affect-as-information : customer and employee affective displays as expeditious predictors of customer satisfaction
Ashtar, Shelly; Yom-Tov, Galit B.; Rafaeli, Anat; … - In: Journal of service research 27 (2024) 4, pp. 525-542
Persistent link: https://www.econbiz.de/10015375820
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When customers become scapegoats : how negative gossip about organizational change can cause negative emotions and displaced aggression
Cao, Wenyi; Chen, Lu; Tang, Rong; Zhao, Xinyuan; … - In: Personnel review 54 (2025) 1, pp. 256-283
Persistent link: https://www.econbiz.de/10015198337
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The impact of customer misbehavior on frontline employees' work-family conflict and withdrawal behaviors
Zhao, Xinyuan; Wang, Fujin; Mattila, Anna S.; Leong, … - In: International journal of contemporary hospitality management 36 (2024) 12, pp. 4011-4030
Persistent link: https://www.econbiz.de/10015144222
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An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh; Pinto, Diego Costa; Mattila, Anna S. - In: International journal of hospitality management 99 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
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The impact of mood states and surprise cues on satisfaction
Kim, Kyungmin; Mattila, Anna S. - In: International journal of hospitality management 29 (2010) 3, pp. 432-436
Persistent link: https://www.econbiz.de/10003983146
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The impact of prevention versus promotion hope on CSR activities
Kim, Ellen Eun Kyoo; Kang, Juhee; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 1, pp. 43-51
Persistent link: https://www.econbiz.de/10009406153
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Existential guilt and preferential treatment : the case of an airline upgrade
Mattila, Anna S.; Hanks, Lydia; Zhang, Lu - In: Journal of travel research : a quarterly publication of … 52 (2013) 5, pp. 591-599
Persistent link: https://www.econbiz.de/10009791051