Detail Annual (vol. 4) by J.Kwang

By J.Kwang

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By J.Kwang

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21–36). Thousand Oaks: Sage. 12 Grove, S. J. & Fisk, R. P. (1992). Observational data collection methods for services marketing: An overview. Academy of Marketing Science Journal, 20, 217–224. 13 Deighton, J. (1992). The consumption of performance. Journal of Consumer Research, 19, 362–371. 14 Clark, T. & Salaman, G. (1998). Creating the ‘right’ impression: Towards a dramaturgy of management consultancy. Services Industries Journal, 18, 18–38. 15 Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees.

H. (2005). Engaging customers in service creation: a theater perspective. Journal of Services Marketing, 19, 13–23. 4 Grayson, K. & Shulman, D. (2000). Impression management in service marketing. In T. A. Swartz & D. Iacobucci (eds), Handbook of Service Marketing and Management (pp. 51–68). Thousand Oaks: Sage. 5 Mohr, L. A. & Henson, S. W. (1996). Impact of employee gender and job congruency on customer satisfaction. Journal of Consumer Psychology, 6, 161–188. 6 Goodwin, C. (1996). Moving the drama into the factory: The contribution of metaphors to services research.

C. & Kollias, P. (2000). The impact of empowerment on customer contact employees’ role in service organizations. Journal of Service Research, 3, 66–81. Pretending and Dissembling: The Act of Service 39 24 Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press. 25 Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110. 26 Zapf, D.

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