SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Academy of Management JournalPublished 1 October 2001
S. Douglas Pugh
Citations1,295
SJR quartileQ1
SJR score10.53
SNIP3.95
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Abstract
This study focuses on the antecedents and consequences of displayed emotion in organizations. I propose that customers “catch” the affect of employees through emotional contagion processes. Results...
Keywords
PsychologySocial SciencesBusiness, Management and Accounting
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