메뉴 건너뛰기




Volumn 42, Issue 3, 1999, Pages 207-222

Customer Orientation and Sales Situations: Variations in Interactive Service Work

Author keywords

[No Author keywords available]

Indexed keywords


EID: 0033473124     PISSN: 00016993     EISSN: None     Source Type: Journal    
DOI: 10.1177/000169939904200302     Document Type: Article
Times cited : (24)

References (40)
  • 2
    • 0041011178 scopus 로고
    • Emotional Labor in Service Roles: The Influence of Identity
    • Ashforth, B. & Humphrey, R. 1993. Emotional Labor in Service Roles: The Influence of Identity Academy of Management Review, 18, 88-115.
    • (1993) Academy of Management Review , vol.18 , pp. 88-115
    • Ashforth, B.1    Humphrey, R.2
  • 5
    • 84992839228 scopus 로고
    • Qualitative Methods in Organizational Research. A Practical Guide. London Sage
    • Cassel, C. & Symon, G. (eds.) 1994. Qualitative Methods in Organizational Research. A Practical Guide. London: Sage.
    • (1994)
    • Cassel, C.1    Symon, G.2
  • 6
    • 0004078737 scopus 로고
    • Cambridge The Belknap Press of Harvard University Press
    • Coleman, J. 1990. Foundations of Social Theory Cambridge: The Belknap Press of Harvard University Press.
    • (1990) Foundations of Social Theory
    • Coleman, J.1
  • 8
    • 0031501348 scopus 로고    scopus 로고
    • Inauthenticity and Depression. Assessing the Consequences of Interactive Service Work
    • Erickson, R. & Wharton, A. 1997. Inauthenticity and Depression. Assessing the Consequences of Interactive Service Work Work and Occupation, 24, 188-213.
    • (1997) Work and Occupation , vol.24 , pp. 188-213
    • Erickson, R.1    Wharton, A.2
  • 9
    • 0009236215 scopus 로고    scopus 로고
    • Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Bemg
    • Ferguson Bulan, H., Erickson, R. & Wharton, A. 1997. Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Bemg Social Problems, 44, 235-256.
    • (1997) Social Problems , vol.44 , pp. 235-256
    • Ferguson Bulan, H.1    Erickson, R.2    Wharton, A.3
  • 10
    • 0002093143 scopus 로고
    • Emotion in Organizations London Sage
    • Fineman, S. 1993. Organizations as Emotional Arenas In S. Fineman (ed.), Emotion in Organizations, pp. 9-35. London: Sage.
    • (1993) Organizations as Emotional Arenas , pp. 9-35
    • Fineman, S.1
  • 12
    • 0004032599 scopus 로고
    • Harmondsworth: Penguin Books
    • Goffman, E. 1968. Asylums Harmondsworth: Penguin Books.
    • (1968) Asylums
    • Goffman, E.1
  • 13
    • 0003702373 scopus 로고
    • Harmondsworth: Penguin Books
    • Goffman, E. 1972. Encounters Harmondsworth: Penguin Books.
    • (1972) Encounters
    • Goffman, E.1
  • 15
    • 84917143671 scopus 로고
    • Emotion Work, Feeling Rules, and Social Structure
    • Hochschild, A. 1979. Emotion Work, Feeling Rules, and Social Structure American Journal of Sociology, 85, 551-575.
    • (1979) American Journal of Sociology , vol.85 , pp. 551-575
    • Hochschild, A.1
  • 18
    • 84970447059 scopus 로고
    • Emotional Labour. Skill and Work in the Social Regulation of Feelings
    • James, N. 1989. Emotional Labour. Skill and Work in the Social Regulation of Feelings The Sociological Review, 37, 15-42.
    • (1989) The Sociological Review , vol.37 , pp. 15-42
    • James, N.1
  • 20
    • 0002766181 scopus 로고
    • Job Burnout: How People Cope
    • Maslach, C. 1978. Job Burnout: How People Cope Public Welfare, 36, 56-58.
    • (1978) Public Welfare , vol.36 , pp. 56-58
    • Maslach, C.1
  • 21
    • 0002475276 scopus 로고
    • Burned-out Cops and Their Families
    • Maslach, C. & Jackson, S. 1979. Burned-out Cops and Their Families Psychology Today, 12, 59-62.
    • (1979) Psychology Today , vol.12 , pp. 59-62
    • Maslach, C.1    Jackson, S.2
  • 22
    • 84970325771 scopus 로고
    • Empathy and Burnout in Human Service Work: An Extension of a Communication Model
    • Miller, K., Birkholt, M., Scott, C. & Stage, C. 1995. Empathy and Burnout in Human Service Work: An Extension of a Communication Model Communication Research, 22, 123-147.
    • (1995) Communication Research , vol.22 , pp. 123-147
    • Miller, K.1    Birkholt, M.2    Scott, C.3    Stage, C.4
  • 27
    • 0001208942 scopus 로고
    • Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers
    • Rafaeli, A. 1989. Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers Academy of Management Journal, 32, 245-273.
    • (1989) Academy of Management Journal , vol.32 , pp. 245-273
    • Rafaeli, A.1
  • 28
    • 0003155181 scopus 로고
    • Expression of Emotion as Part of the Work Role
    • Rafaeli, A. & Sutton, R. 1987. Expression of Emotion as Part of the Work Role Academy of Management Review, 12, 23-37.
    • (1987) Academy of Management Review , vol.12 , pp. 23-37
    • Rafaeli, A.1    Sutton, R.2
  • 29
    • 0000307324 scopus 로고
    • Emotional Contrast Strategies as Means of Social Influence: Lessons from Criminal Interrogators and Bill Collectors
    • Rafaeli, A. & Sutton, R. 1989. Emotional Contrast Strategies as Means of Social Influence: Lessons from Criminal Interrogators and Bill Collectors Academy of Management Journal, 34, 749-775.
    • (1989) Academy of Management Journal , vol.34 , pp. 749-775
    • Rafaeli, A.1    Sutton, R.2
  • 32
    • 34247945980 scopus 로고
    • The Individual, the Organization and the Career: A Conceptual Scheme
    • Schein, E.H. 1971. The Individual, the Organization and the Career: A Conceptual Scheme Journal of Applied Behavioral Science, 7, 401-425.
    • (1971) Journal of Applied Behavioral Science , vol.7 , pp. 401-425
    • Schein, E.H.1
  • 34
    • 34548597004 scopus 로고
    • Maintaining Norms about Expressed Emotions: The Case of Bill Collectors
    • Sutton, R. 1991. Maintaining Norms about Expressed Emotions: The Case of Bill Collectors Administrative Science Quarterly, 36, 245-268.
    • (1991) Administrative Science Quarterly , vol.36 , pp. 245-268
    • Sutton, R.1
  • 35
    • 0000036451 scopus 로고
    • Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores
    • Sutton, R. & Rafaeli, A. 1988. Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores Academy of Management Journal, 31, 461-487.
    • (1988) Academy of Management Journal , vol.31 , pp. 461-487
    • Sutton, R.1    Rafaeli, A.2
  • 37
    • 0001492908 scopus 로고
    • Once More, With Feeling: Reconsidering the Role of Emotion in Work
    • Waldron, V. 1994. Once More, With Feeling: Reconsidering the Role of Emotion in Work Communication Yearbook, 17, 388-416.
    • (1994) Communication Yearbook , vol.17 , pp. 388-416
    • Waldron, V.1
  • 38
    • 33845670878 scopus 로고
    • The Affective Consequences of Service Work
    • Wharton, A. 1993. The Affective Consequences of Service Work Work and Occupation, 2, 205-232.
    • (1993) Work and Occupation , vol.2 , pp. 205-232
    • Wharton, A.1
  • 40
    • 84965587252 scopus 로고
    • The Sociology of Emotions and Flight Attendants: Hochschild's Managed Heart
    • Wouters, C. 1989. The Sociology of Emotions and Flight Attendants: Hochschild's Managed Heart Theory, Culture & Society, 6, 95-123.
    • (1989) Theory, Culture & Society , vol.6 , pp. 95-123
    • Wouters, C.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.