Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships:

By Thorsten Hennig-Thurau, Markus Groth, Michael Paul, Dwayne D. Gremler. 2006

809 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/8b21a0c7ec9cee1bdc987d80b1f43637c3bc1151

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

On the costs and benefits of emotional labor: a meta-analysis of three decades of research. (2011, background): “Finally, criteria such as customer satisfaction with transactions, encounter satisfaction (Grandey et al., 2005a; Hennig-Thurau et al., 2006), and the amount of received tips (Hu¨lsheger, Lang, Meeuwenoord, Schewe, & Zijlstra, 2011; Meeuwe-noord, 2009) were coded in the customer satisfaction…”
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation (2014, background): “This prediction is supported by evidence of perceived inauthenticity (Grandey et al., 2005; Hennig-Thurau et al., 2006) of scripts and the greater likelihood of scripts been followed “mindlessly” (Ashforth & Fried, 1988; Humphrey & Ashforth, 1994) when they are enacted by employees low in customer…”
The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2017, methodology): “We address this call by providing the first comprehensive test of the SPC, as proposed by Heskett et al. (1994), based on 518 studies that yield 576 statistically independent data sets with 1,591 correlations.”
Is all Support Equal? The Moderating Effects of Supervisor, Coworker, and Organizational Support on the Link between Emotional Labor and Job Performance (2017, background): “Previous research has suggested that eep acting tends to create positive work outcomes, such s customer satisfaction and improved job performance e.g. Grandey et al., 2005; Hennig-Thurau et al., 2006).”
IS EMOTIONAL LABOR MORE DIFFICULT FOR SOME THAN FOR OTHERS? A MULTILEVEL, EXPERIENCE-SAMPLING STUDY (2009, background): “Though previous emotional labor research has studied job or task performance (e.g., Goldberg & Grandey, 2007; Totterdell & Holman, 2003), or customer satisfaction (e.g., Dormann & Kaiser, 2002; Hennig-Thurau, Groth, & Paul, 2006 ), we are aware of only one study linking within-individual variation ”
Growing Existing Customers’ Revenue Streams through Customer Referral Programs (2013, background): “Positive advocacy, as an activity, typically makes the communicator’s attitude more extreme (Higgins and Rholes 1978).”