The influence of angry customer outbursts on service providers' facial displays and affective states

Journal of Service Research

Volumn 10, Issue 1, 2007, Pages 78-91

  Dallimore, Karen S ^a   Sparks, Beverley A ^a   Butcher, Ken ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

Complaints; Emotional contagion; Facial displays; Nonverbal communication; Service encounters; Service providers

Indexed keywords

EID: 34547396885     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670507304694     Document Type: Article

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