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Keywords: Employee displayed emotions
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Journal Articles
Journal of Service Theory and Practice (2015) 25 (6): 796–812.
Published: 09 November 2015
.... Saunders can be contacted at: stephen.saunders@monash.edu © Emerald Group Publishing Limited 2015 Service management Tipping Disconfirmation Employee displayed emotions Expectations-disconfirmation theory During face-to-face service encounters, both customers and employees hold...
