haku: @author Locke, K. / yhteensä: 2
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| Tekijä: | Locke, K. |
| Otsikko: | A funny thing happened! The management of consumer emotions in service encounters |
| Lehti: | Organization Science
1996 : JAN-FEB, VOL. 7:1, p. 40-59 |
| Asiasana: | MANAGEMENT QUALITATIVE RESEARCH SERVICE |
| Kieli: | eng |
| Tiivistelmä: | This paper examines the interplay between emotions expressed by patients and their families (consumers) and those expressed and recruited by physicians (service providers) in the pediatric department of a subspecially medical setting. Detailed observations made during a year of filedwork demonstrate that physicians enacted comedic performances in response to patient families' negative emotions. These comedies are a vehicle for the display and generation of fun: incompatible with the anxiety, fear and despondence patient families typically bring to medical encounters. |
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