A funny thing happened! The management of consumer emotions in service encounters

• 成果类型: Article
• 署名作者: Locke, K
• 刊物名称: ORGANIZATION SCIENCE
• ISSN/ISSBN: 1047-7039
• DOI: 10.1287/orsc.7.1.40
• 发表日期: 1996
• 页码: 40-59
• 关键词: emotion management; service encounters; comedy; HUMOR; QUALITATIVE RESEARCH

摘要

This article integrates a diverse set of ideas to provide a new perspective on emotional displays as part of organizational behavior. Data are gathered on the micro interaction processes and emotions displayed during professional medical service encounters. A model for the types of emotions displayed and how they are managed is presented.