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Is Service with a Smile Enough to Satisfy Customers? Sincere and Insincere Smiles via Video and Vignette
Published 2023-05-01Get full text
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Influence of emotions displayed by employees during service recovery
Published 2021-12-01“…Additionally, the mantra of “service with a smile” may not be valid in the case of service recovery: rather, employees should avoid displaying negative emotions.…”
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