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Can I Help You?

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References

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1984Research in Organizational Behavior10,806 cited
1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,547 cited
1987Expression of Emotion as Part of the Work Role1,489 cited
1987Perspectives on Behavior-Based versus Outcome-Based Salesforce Control Systems1,197 cited
1987Predictability and Personalization in the Service Encounter1,135 cited
1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,055 cited
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1988UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES.605 cited
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1984The Midas Touch473 cited
1989WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS.354 cited
1991EMOTIONAL CONTRAST STRATEGIES AS MEANS OF SOCIAL INFLUENCE: LESSONS FROM CRIMINAL INTERROGATORS AND BILL COLLECTORS.348 cited

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1990RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION?319 cited

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2007“Let Me Tell You About My Job”: Exploring the Terrain of Emotion in the Workplace176 cited
2007Compassionate Communication in the Workplace: Exploring Processes of Noticing, Connecting, and Responding171 cited
2010The joint effect of leader–member exchange and emotional intelligence on burnout and work performance in call centers in China98 cited
2000Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes44 cited
2014Modelling and Mentoring: Teaching and Learning from Home Through School32 cited
2014Self-regulation and “other consumers” at service encounters: A sociometer perspective30 cited
2023Salesperson rapport: a literature review and research agenda for an evolving digital sales process26 cited
2009Language shift from Afrikaans to English in "Coloured" families in Port Elizabeth three case studies4 cited