The relationships between frontline employee''s facial expressions and customer responses in the service failure context.
碩士 === 銘傳大學 === 觀光研究所碩士班 === 97 === During past decades, service with a smile has been recognized as the best practices of service industries. Existing studies also support this argument and propose that, through emotional contagion mechanism, an employee’s positive emotional display positively affe...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2009
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| Online Access: | http://ndltd.ncl.edu.tw/handle/42rsfj |