Concepedia

Lorna Doucet

LD

Statistics

Publications

13

Citations

611

H-Index

13

Active since

1996

Affiliations

University of Pennsylvania(Current)

Fudan University

Lorna Doucet is an author at University of Pennsylvania specializing in management, business, and organizational communication.

Top concepts

ManagementBusinessOrganizational BehaviorOrganizational CommunicationLanguageSocial SciencesContent AnalysisEmotionPsychologyOrganizations

Publications per year

1996–2016

13

Publications

13

The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality

Anat Rafaeli, Lital Ziklik, Lorna Doucet · Journal of Service Research · 2008 · 144 citations

Customer Experience, Customer Satisfaction, Telephone Service Interactions +15

Understanding ‘appropriateness’ in multinational organizations

Danielle Cooper, Lorna Doucet, Michael G. Pratt · Journal of Organizational Behavior · 2007 · 77 citations

Organizations, Social Influence, Multinational Enterprise +18

Analyzing harsh words in a sensitive setting: American expatriates in communist China

Lorna Doucet, Karen A. Jehn · Journal of Organizational Behavior · 1997 · 76 citations

Organizations, Hostile Words, American Expatriates +25

Universality Versus Cultural Specificity of Three Emotion Domains

Bo Shao, Lorna Doucet, David R. Caruso · Journal of Cross-Cultural Psychology · 2014 · 69 citations

Three Emotion Domains, Social Psychology, Affective Neuroscience +18

SERVICE PROVIDER HOSTILITY AND SERVICE QUALITY.

Lorna Doucet · Academy of Management Journal · 2004 · 57 citations

Customer Satisfaction, Services Management, Social Psychology +21

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