| Автор | Bailey, Jeffrey J. |
| Автор | McCollough, Michael A. |
| Дата выпуска | 2000 |
| dc.description | ABSTRACTWhile the service quality literature suggests the importance of courteous service agents, the emotional labor literature has shown that there are important negative personal consequences associated with emotional work requirements. In this study, a survey which evaluated employee responses to the emotional labor involved in serving difficult customers is detailed and significant consequences for the organization are considered. Some of these consequences have the potential to negatively impact several determinants of service quality. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Emotional Labor and the Difficult Customer: Coping Strategies of Service Agents and Organizational Consequences |
| Тип | research-article |
| DOI | 10.1300/J090v20n02_05 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 20 |
| Первая страница | 51 |
| Последняя страница | 72 |
| Аффилиация | Bailey, Jeffrey J.; University of Idaho, Department of Business, College of Business and Economics |
| Аффилиация | McCollough, Michael A.; University of Idaho, Department of Business, College of Business and Economics |
| Выпуск | 2 |
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