What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

Journal of Service Management

Volumn 22, Issue 2, 2011, Pages 183-201

  Lin, Jiun Sheng Chris ^a   Lin, Cheng Yu ^a  

^a NATIONAL TAIWAN UNIVERSITY   (Taiwan)

Author keywords

Affective psychology; Consumer behaviour; Emotional intelligence; Employee attitudes; Service delivery

Indexed keywords

EID: 79955691718     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564231111124217     Document Type: Article

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