Emotional contagion in voice-to-voice service encounters: a dynamic approach to the influence of customers on employees’ behavior and welfare
This thesis focuses on emotional exchange in voice-to-voice interactions and on how customers’ behaviors influence employees’ welfare in this specific context. It comprises one conceptual study and three empirical ones. The first study is a state-of-the-art review of emotional contagion in the servi...
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| Formato: | doctoralThesis |
| Idioma: | eng |
| Publicado em: |
2015
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| Texto completo: | http://hdl.handle.net/10071/10000 |
| País: | Portugal |
| Oai: | oai:repositorio.iscte-iul.pt:10071/10000 |