articleOrganizational Behavior and Human Decision ProcessesNov 9, 2004Closed access

Is “service with a smile” enough? Authenticity of positive displays during service encounters

AAAlicia A. GrandeyGMGlenda M. FiskASAnna S. MattilaKJKaren J. JansenLSLori Sideman

Pennsylvania State University

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834
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44.15
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100%
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114
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5

Topics & keywords

Topics
Keywords
  • Task (project management)
  • Psychology
  • Service (business)
  • Perception
  • Service provider
  • Customer satisfaction
  • Social psychology
  • Advertising
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