The problem-solving service worker: Appraisal mechanisms and positive affective experiences during customer interactions

Human Relations

Volumn 65, Issue 9, 2012, Pages 1179-1206

  Kiffin Petersen, Sandra ^a   Murphy, Steven A ^b   Soutar, Geoffrey ^a  

^a UNIVERSITY OF WESTERN AUSTRALIA   (Australia)

^b CARLETON UNIVERSITY   (Canada)

Author keywords

affective events theory; cognitive appraisal theory; positive emotion; qualitative methodology; service employee

Indexed keywords

EID: 84865746339     PISSN: 00187267     EISSN: 1741282X     Source Type: Journal    
DOI: 10.1177/0018726712451762     Document Type: Article

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