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Keywords: Happiness
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Journal Articles
Journal:
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC (2021) 25 (3): 392–408.
Published: 07 December 2021
... to highlight the pivotal role of employee-displayed emotions during service recovery. Methodology A scenario-based experiment in the context of an airline service failure recovery (3 × 2 between-subjects design) manipulates frontline employees’ emotions (anger vs happiness vs no specific emotion...
