Examining Customer-related Outcomes and Antecedents of Service Employees’ Emotional Labor Strategies for Interactive and Individualized Services

Groth M, Hennig-Thurau T, Walsh G

Cite as

Groth, M., Hennig-Thurau, T., & Walsh, G. (2006). Examining Customer-related Outcomes and Antecedents of Service Employees’ Emotional Labor Strategies for Interactive and Individualized Services. Research on Emotions in Organizations, 2, 219–236.

Details

Publication type
Research article (journal)

Peer reviewed
Yes

Publication status
Published

Year
2006

Journal
Research on Emotions in Organizations

Volume
2

Start page
219

End page
236

Language
English

Full text
groth_et_al._2006_reo_a_conceptual_model_of_the_effects_of_emotional_labor_strategies_on_customer_outcomes.pdf