Maintaining norms about expressed emotions: the case of bill collectors.
A qualitative study of a bill-collection organization was undertaken to identify norms about the emotions that collectors are expected to convey to debtors and the means used by the organization to maintain such norms given that collectors' expressed emotions are simultaneously influenced by their i...
| Publicado en: | Administrative Science Quarterly Vol. 36; pp. 245 - 269 |
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| Formato: | Artículo |
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Administrative Science Quarterly
June 1991
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| Acceso en línea: | Ver este registro en EBSCOhost |