The role of service firms in societal health: the case for symbiotic value
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DOI: 10.1108/josm-11-2019-0350
Abstract: PurposeThe purpose of this study is to highlight the role that service firms can play to improve societal health and create symbiotic value, defined as value created as a result of collaborative relationships between the… read more here.
Keywords: role service; service firms; value; symbiotic value ... See more keywords
Are All Smiles Perceived Equal? The Role of Service Provider’s Gender
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DOI: 10.1287/serv.2019.0252
Abstract: In service encounters, employees’ emotional displays, such as smiling, play a critical role in creating positive impressions. Whereas prior research has examined the impact of displaying authentic ... read more here.
Keywords: smiles perceived; equal role; role; perceived equal ... See more keywords