Service with a smile: Antecedents and consequences of emotional labor strategies
Organizations across the United States and in many parts of the globe are increasingly focused on providing their customers with an excellent service experience by implementing organizational emotion display rules (Hochschild, 1983). These display rules dictate the requisite employee emotions for a...
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| Format: | Others |
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Scholar Commons
2007
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| Online Access: | http://scholarcommons.usf.edu/etd/2231 http://scholarcommons.usf.edu/cgi/viewcontent.cgi?article=3230&context=etd |