Glenda M. Fisk

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

Alicia A. Grandey, Glenda M. Fisk, Anna S. Mattila et al. · Organizational Behavior and Human Decision Processes · 2004 · 823 citations

Customer Experience, Performance Studies, Interpersonal Communication +12

Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees.

Alicia A. Grandey, Glenda M. Fisk, Dirk D. Steiner · Journal of Applied Psychology · 2005 · 494 citations

Social Psychology, French Employees, Human Resource Management +20

Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors

Glenda M. Fisk, Jared P. Friesen · The Leadership Quarterly · 2011 · 170 citations

Job Satisfaction, Work Attitude, Employee Attitude +13

“I want it all and I want it now!” An examination of the etiology, expression, and escalation of excessive employee entitlement

Glenda M. Fisk · Human Resource Management Review · 2009 · 159 citations

Excessive Employee Entitlement, Employee Attitude, Workforce Development +10

The Interplay of Gender and Affective Tone in Service Encounter Satisfaction

Anna S. Mattila, Alicia A. Grandey, Glenda M. Fisk · Journal of Service Research · 2003 · 126 citations

Customer Satisfaction, Gendered Perception, Consumer Research +25