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3.3   With a genuine smile?

The relevance of time pressure and emotion work strategies for the adoption of humor in customer contact

Daniel Putz and Tabea Scheel

Theory

Major parts of today’s economy are based on service jobs that include the deliberate regulation of emotions during customer contact. Organizations aim at creating pleasant customer interactions in order to provoke desirable reactions (e.g., higher turnover, less cancellations and complaints) that may ensure and increase commercial success. At the same time, employees are often challenged with stressful job demands that may impair their subjective well-being and their actual capability to shape customer relations in a positive way. Therefore, the aim of the present study is ...

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