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- W2353759831 abstract "The Authors did an empirical study in 17 hotels and restaurants in Guangzhou to investigate the impact of organizational service climate and employees' emotional labor on customers' perception of service quality.The result of the HLM analysis indicates that organizational service climate,employees' psychological empowerment,their perception of interactive justice and expression of naturally felt emotions and deep acting are positively related with service quality, while their surface acting is negatively correlated with it.Organizational service climate has not only direct impacts on customers' perception of service quality,but also serves to adjust employees' perception of interactive justice and psy- chological service climate,and the impact of their job satisfaction on service quality as well." @default.
- W2353759831 created "2016-06-24" @default.
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- W2353759831 date "2007-01-01" @default.
- W2353759831 modified "2023-09-24" @default.
- W2353759831 title "The Impact of Organizational Service Climate and Employees' Emotional Labor on Service Quality" @default.
- W2353759831 hasPublicationYear "2007" @default.
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