this work references cited by second hopReferences
- 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
- 1984Research in Organizational Behavior11,176 cited
- 1984The Managed Heart: Commercialization of Human Feeling8,747 cited
- 2000Emotional regulation in the workplace: A new way to conceptualize emotional labor.3,592 cited
- 1996The Dimensions, Antecedents, and Consequences of Emotional Labor2,563 cited
- 2002Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”2,389 cited
- 2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,290 cited
- 2001Incivility in the workplace: Incidence and impact.2,105 cited
- 2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.1,432 cited
- 2004The customer is not always right: customer aggression and emotion regulation of service employees984 cited
- 2004Is “service with a smile” enough? Authenticity of positive displays during service encounters874 cited
- 2005Nonverbal Behavior and the Vertical Dimension of Social Relations: A Meta-Analysis.812 cited
- 2000Emotions in the Workplace: Research, Theory, and Practice689 cited
- 1991Maintaining Norms about Expressed Emotions: The Case of Bill Collectors682 cited
Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work