Recognizing the Emotional Element in Service Excellence

By Misty M. Johanson, Robert H. Woods. 2008

88 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/61329fca14c97b48e549b62423287834ac4f054d

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. C. Tsai
2. Yao-Chin Wang
3. Osman M. Karatepe
4. A. Grobelna
5. Olusegun A. Olugbade
6. Xinyuan Zhao
7. Anastasia Ozturk
8. Junghoon Lee

In Sociology and Political Science

1. C. Tsai
2. Yao-Chin Wang
3. Osman M. Karatepe
4. A. Grobelna
5. Xinyuan Zhao
6. Erose Sthapit
7. Dafnis N. Coudounaris
8. Olusegun A. Olugbade

Citations in the corpus

• Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor (2012, unknown): “However, although current hotel human resources managers are aware of the concept of emotional labor, not many hotel organizations effectively implement strategies to control emotional labor and prevent burnout (Johanson and Woods, 2008).”
• Do job resources moderate the effect of emotional dissonance on burnout (2011, background): “With this realization, it is important to initiate and implement a set of programs to enable frontline employees to deal with emotional dissonance (Anderson et al., 2003; Johanson and Woods, 2008; Pizam, 2004).”
• Experiential value in branding food tourism (2017, background): “Johanson and Woods (2008) noted that service quality should be based on the capability of a firm to manage its employees' emotional labor.”