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RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION?
Abstract
This study replicates and extends our prior research on expressed emotions. We propose that the levels of a store's busyness and customer demand influence the emotions service employees express dur...
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Citations
Cited by
Organizational Behavior: Affect in the Workplace
Brief, A. P., & Weiss, H. M. (2002) · Annual Review of Psychology · doi:10.1146/annurev.psych.53.100901.135156 · Cited by 1,797
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393
The relation between emotional intelligence and job performance: A meta-analysis
O'Boyle, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H., & Story, P. A. (2011) · Journal of Organizational Behavior · doi:10.1002/job.714 · Cited by 1,122
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
Metadata
- Authors
- Rafaeli, A., & Sutton, R. I.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 1990-09-01
- Volume
- 33
- Issue
- 3
- Pages
- 623-637
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2341004386
- Cited by
- 319
- References
- 0
- FWCI
- 5.84
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION? https://app.cochat.ai/papers/10.2307/256584
- The paper
- Rafaeli, A., & Sutton, R. I. (1990). RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION? Academy of Management Journal. https://doi.org/10.2307/256584
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
