The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
Service employees are required to create and maintain a positive emotional disposition during a service encounter to influence the customer’s impressions and overall satisfaction. Different emotional labour strategies performed by employees will yield different effects because customers may perceive...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics and Management, Universiti Putra Malaysia
2014
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| Online Access: | http://psasir.upm.edu.my/id/eprint/36107/1/The%20influence%20of%20emotional%20labour%20strategies%20on%20customer%20satisfaction%20and%20word%20of%20mouth.pdf http://psasir.upm.edu.my/id/eprint/36107/ http://econ.upm.edu.my/ijem/vol8noS/bab05.pdf |
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