A funny thing happened! The management of consumer emotions in service encounters

被引：69

作者：

Locke, K

机构：

[1] Grad. Sch. of Bus. Administration, College of William and Mary, Williamsburg

来源：

ORGANIZATION SCIENCE | 1996年 / 7卷 / 01期

关键词：

emotion management; service encounters; comedy; humor; qualitative research;

D O I：

10.1287/orsc.7.1.40

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This article integrates a diverse set of ideas to provide a new perspective on emotional displays as part of organizational behavior. Data are gathered on the micro interaction processes and emotions displayed during professional medical service encounters. A model for the types of emotions displayed and how they are managed is presented.

引用

页码：40 / 59

页数：20

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