When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

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A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

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Research in Organizational Behavior.

A. J. Grimes, L. L. Cummings, Barry M. Staw · Administrative Science Quarterly · 1986 · 11.2K citations

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The measurement of pessimism: The Hopelessness Scale.

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The will and the ways: Development and validation of an individual-differences measure of hope.

C. R. Snyder, Cheri Harris, John R. Anderson et al. · Journal of Personality and Social Psychology · 1991 · 3.7K citations

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