@article{edb82e4fa4d0492ea37aab1aa50887f2,
title = "Half human, half machine - augmenting service employees with AI for interpersonal emotion regulation",
keywords = "Artificial intelligence, Customer service interactions, Interpersonal emotion regulation goal attainment, Affective well-being, Augmented service employees, Voice emotion recognition, CUSTOMER INCIVILITY, TECHNOLOGY, WORK, ENCOUNTERS, INFORMATION, AGGRESSION, CONTAGION, CYCLES, FUTURE, ROLES",
author = "Henkel, {Alexander P.} and Stefano Bromuri and Deniz Iren and Visara Urovi",
year = "2020",
month = mar,
day = "9",
doi = "10.1108/JOSM-05-2019-0160",
language = "English",
volume = "31",
pages = "247--265",
journal = "Journal of Service Management",
issn = "1757-5818",
publisher = "Emerald Group Publishing Ltd.",
number = "2",
}