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ArticleMultiple emotional contagions in service encounters

Jiangang Du2010

Article2010

Multiple emotional contagions in service encounters

Jiangang Du · Xiucheng Fan · Tianjun Feng

133 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Emotional Labor in Professions Customer Service Quality and Loyalty AI in Service Interactions

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References

1979Prospect Theory: An Analysis of Decision under Risk 1988Prospect theory: An analysis of decision under risk 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1984The Managed Heart: Commercialization of Human Feeling 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 2002The Ripple Effect: Emotional Contagion and its Influence on Group Behavior 1985The Managed Heart: Commercialization of Human Feeling

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Year2010

Typearticle

Published2010-08-16

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations133

Files0 public / 0

ShelfEmotional Labor in Professions

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doi10.1007/s11747-010-0210-9

openalex_workW2079864151

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2018Multigroup validation of the service quality, customer satisfaction and performance links in higher education