Fake smiles. Customer reactions to employees’ display inauthenticity and choice restrictions
Fake smiles. Customer reactions to employees’ display inauthenticity and choice restrictions
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Publisher
Hoboken: Wiley Periodicals Inc
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Language
English
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Publisher
Hoboken: Wiley Periodicals Inc
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Contents
Frontline employees’ fake smiles (i.e., positive emotion display inauthenticity) frequently occur despite firms’ efforts to ensure real smiles in service delivery. Previous research on the effects of display inauthenticity on customers reveals considerable heterogeneity. Attempts to resolve this have largely been limited to stable and dispositional...
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Full title
Fake smiles. Customer reactions to employees’ display inauthenticity and choice restrictions
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TN_cdi_proquest_journals_2645949300
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_2645949300
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ISSN
0742-6046
E-ISSN
1520-6793
DOI
10.1002/mar.21643
