作者：Barger, Patricia B.; Grandey, Alicia A.
作者单位：University System of Ohio; Bowling Green State University; Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park
摘要：Primitive emotional contagion has been proposed to explain why service with a smile predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasting such mediation with a direct path through perceived service quality. Independent coders recorded the strength of employees' and customers' smiles at three points in time during real service encounters, and 173 customers completed postencounter surveys. ...
作者：James, Erika Hayes; Wooten, Lynn Perry
作者单位：University of Virginia; University of Michigan System; University of Michigan
摘要：Using a qualitative design, we develop a model of discrimination lawsuit resolution identifying type of discrimination, firms' verbal and behavioral responses, and stakeholder mobilization as key. Data from media accounts of lawsuits reveal four paths to resolution, distinguishable largely by the type of discrimination they represent. Findings also highlight aspects of race discrimination and sexual harassment that invite different organizational responses than other forms of discrimination. I...
