Abstract
This paper examines how employees' emotional labor strategies affect service outcomes.
| Original language | English |
|---|---|
| Pages (from-to) | 958-974 |
| Number of pages | 16 |
| Journal | Academy of Management Journal |
| Volume | 52 |
| Issue number | 5 |
| Publication status | Published - Oct 2009 |
Keywords
- perceptive customer
- employees
- emotional labor
- strategies
- service outcomes
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