Is “service with a smile” enough? Authenticity of positive displays during service encounters

Alicia A. Grandey، نويسنده , , Glenda M. Fisk، نويسنده , , Anna S. Mattila، نويسنده , , Karen J. Jansen، نويسنده , , Lori A. Sideman، نويسنده ,

دوماهنامه با شماره پیاپی سال 2005

18

38

55

authenticity , Duchenne smile , Emotion , Customer satisfaction , Extra-role performance , Positive displays , Customer service , Emotional labor , Display rules

Organizational Behavior and Human Decision Processes

2005

Organizational Behavior and Human Decision Processes

157993