The perceptive customer: how do employees' emotional labor strategies affect service outcomes?

M. Groth, Thorsten Hennig-Thurau, G. Walsh

Research output: Contribution to journalArticle

298 Citations (Scopus)

Abstract

This paper examines how employees' emotional labor strategies affect service outcomes.
Original languageEnglish
Pages (from-to)958-974
Number of pages16
JournalAcademy of Management Journal
Volume52
Issue number5
Publication statusPublished - Oct 2009

Keywords

  • perceptive customer
  • employees
  • emotional labor
  • strategies
  • service outcomes

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