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How the Employee Looks and Looks at you: Building Customer–Employee Rapport

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References

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2001Emotional Contagion Effects on Product Attitudes: Figure 1319 cited
2003

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Rethinking Service Recovery Strategies

310 cited

2006Development and validation of the hospitality emotional labor scale294 cited

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2018The role of language, appearance, and smile on perceptions of authenticity versus rapport59 cited
2017The Support of Local Underdogs: System Justification Theory Perspectives38 cited
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2019Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness34 cited
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