Detail Service with a Smile: Emotional Contagion in the Service Encounter (The Academy of Management Journal, Vol. 44, No. 5, October 2001) Bibliografi Author: Pugh, S. Douglas Bahasa: (EN )     Penerbit: Academy of Management, Pace University     Tempat Terbit: New York    Tahun Terbit: 2001     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: independent study 32.pdf (310.28KB; 3 download) 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 indicate that the display of positive emotion by employees is positively related to customers' positive affect following service encounters and to their evaluations of service quality. In a replication and extension of prior research, transaction busyness and employee emotional expressiveness are shown to predict displays of emotion by employees. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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