Abstract
Over the last decade, the role of emotions in service settings has been the focus of many studies in the business literature (Ashforth and Humpfrey, 1993; Wharton and Erickson, 1993, Parkinson, 1991). Nevertheless, most of the studies in this area focused on the management of emotions in the workplace (Morris, Feldman, 1997, Rafaeli and Sutton, 1987, 1989) and only considered the consumer as a receiver, reacting to emotions displayed by the provider, which in fact represents only one way of the potential display of emotions.
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Pons, F. (2015). Emotions as Tools: A Conceptual Framework of Consumers’ Use of Emotions in Service Contexts. In: Moore, M., Moore, R. (eds) New Meanings for Marketing in a New Millennium. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11927-4_98
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DOI: https://doi.org/10.1007/978-3-319-11927-4_98
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