RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION?

Authors: Anat Rafaeli, Robert I. Sutton - Academy of Management Journal 1990 cited by 312

This study replicates and extends our prior research on expressed emotions. We propose that the levels of a store's busyness and customer demand influence the emotions service employees express dur...