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Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy

Groth M, Hennig-Thurau T, Walsh G

Publication type

Article in Journal

Peer reviewed

Yes

Publication status

Published

Year

2009

Journal

Academy of Management Journal

Volume

52 (5), 958-974

Language

English

Full text

groth_et_al._2009_amj_customer_reactions_to_emotional_labor_the_roles_of_employee_acting_strategies_and_customer_detection_accuracy.pdf