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

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

Research output: Contribution to journalArticle

259 Citations (Scopus)

Abstract

This paper examines how employees' emotional labor strategies affect service outcomes.
LanguageEnglish
Pages958-974
Number of pages16
JournalAcademy of Management Journal
Volume52
Issue number5
Publication statusPublished - Oct 2009

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Personnel
Emotional labour
Employees

Keywords

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

Cite this

Groth, M. ; Hennig-Thurau, Thorsten ; Walsh, G. / The perceptive customer: how do employees' emotional labor strategies affect service outcomes?. In: Academy of Management Journal. 2009 ; Vol. 52, No. 5. pp. 958-974.
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The perceptive customer: how do employees' emotional labor strategies affect service outcomes? / Groth, M.; Hennig-Thurau, Thorsten; Walsh, G.

In: Academy of Management Journal, Vol. 52, No. 5, 10.2009, p. 958-974.

Research output: Contribution to journalArticle

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