Is "service with a smile " enough? Authenticity of positive displays during service encounters

Article Abstract:

Managing emotional expressions is one of the strategies of impression management strategies that the service providers employ to produce customer satisfaction and achieving customer business. The authentic or Duchenne smile research is studied to examine if the authentic smile of an employee increase customer reactions.

Methods, Customer satisfaction, Impression formation (Psychology), Smile, Smiling, Emotional conditioning

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Marching to the beat of a different drummer: examining the impact of pacing congruence

Article Abstract:

Polynomial regression methods, which are used to examine the impact of work place environment on employee performance, are presented.

Analysis, Usage, Work environment, Regression analysis, Employee performance

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Reactions to unfair events in computer-mediated groups: a test of uncertainty management theory

Article Abstract:

Reactions of computer user groups to uncertainty are examined based on the uncertainty management theory.

Behavior, User groups, Uncertainty (Information theory), User group

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