The relationship among customer negativeevents,empowerment,optimism,regulatoryfocus and emotional labor：The moderating effect of service relationships
碩士 === 東吳大學 === 心理學系 === 98 === In customer service situations, the first line service employee’s emotional expression has great impact on customer satisfaction. The effort that individuals manage their emotions to follow the organization’s display rules is called emotional labor. There are two type...
| Main Authors: | , |
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2010
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| Online Access: | http://ndltd.ncl.edu.tw/handle/04389096860751515209 |