共 9 条
[1]
A Markov Chain Analysis of Emotional Exchange in Voice‐to‐Voice Communication: Testing for the Mimicry Hypothesis of Emotional Contagion[J] . Rita Rueff‐Lopes,José Navarro,António Caetano,Ana Jun?a Silva. Hum Commun Res . 2015 (3)
[2]
Emotional Labor at a Crossroads: Where Do We Go from Here?[J] . Alicia A. Grandey,Allison S. Gabriel. Annual Review of Organizational Psychology and Or . 2015 (1)
[3]
A Meta‐Analytic Structural Model of Dispositonal Affectivity and Emotional Labor[J] . John D. Kammeyer‐Mueller,Alex L. Rubenstein,David M. Long,Michael A. Odio,Brooke R. Buckman,Yiwen Zhang,Marie D. K. Halvorsen‐Ganepola. Personnel Psychology . 2012 (1)
[4]
Relationship Marketing, Customer Satisfaction and Loyalty: A Theoretical and Empirical Analysis From an Asian Perspective[J] . Nelson Oly Ndubisi,Naresh K. Malhotra,Chan Kok Wah. Journal of International Consumer Marketing . 2009 (1)
[5]
Reconciling the Feelings‐as‐Information and Hedonic Contingency Models of How Mood Influences Systematic Information Processing[J] . Journal of Applied Social Psychology . 2006 (8)
[6]
Are all smiles created equal? How emotional contagion and emotional labor affect service relationships
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Hennig-Thurau, Thorsten
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Groth, Markus
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Paul, Michael
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Gremler, Dwayne D.
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[7]
The dimensionality and antecedents of emotional labor strategies[J] . James M. Diefendorff,Meredith H. Croyle,Robin H. Gosserand. Journal of Vocational Behavior . 2004 (2)
[8]
Is “service with a smile” enough? Authenticity of positive displays during service encounters[J] . Alicia A. Grandey,Glenda M. Fisk,Anna S. Mattila,Karen J. Jansen,Lori A. Sideman. Organizational Behavior and Human Decision Processes . 2004 (1)
[9]
Chameleonic or Consistent? A Multilevel Investigation of Emotional Labor Variability and Self-Monitoring .2 B A Scott,C M Barnes,D T Wagner. ACADEMY OF MANAGEMENT JOURNAL . 2012