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Showing 1 to 1 of 1 for “"emotion contagion theory"”.
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THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
… service recovery and complaint handling. Using emotion contagion theory, the broaden-and-build theory of positive emotions, the theory of cognitive appraisal, and justice theory, the study develops a number of hypothesized relationships, centered on the proposition that employee positive …