Känslostyrning - Ett nödvändigt ont?
Course: SMTX07, Master level. 15 hp. Spring 2010 Authors: Amir Amini Harati, Nosherwan Bajwa, Daniel Djukic Title: Emotional management – A painful necessity Fellow advisor: Jan E. Persson, Carl R. Hellberg Purpose: The purpose of this study is to better understand how the lead controls and optimizes frontline staff's feelings in different service encounters. To fulfill our purpose we have cho
