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

Groth M, Hennig-Thurau T, Walsh G

Cite as

Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy. Academy of Management Journal, 52 (5), 958-974.

Details

Publication type
Research article (journal)

Peer reviewed
Yes

Publication status
Published

Year
2009

Journal
Academy of Management Journal

Volume
52 (5), 958-974

Language
English

ISSN
0001-4273

Full text
groth_et_al._2009_amj_customer_reactions_to_emotional_labor_the_roles_of_employee_acting_strategies_and_customer_detection_accuracy.pdf