Glenda Fisk
Glenda Fisk
Associate Professor, Queen's University [Employment Relations Programs]
Verified email at
Cited by
Cited by
Is “service with a smile” enough? Authenticity of positive displays during service encounters
AA Grandey, GM Fisk, AS Mattila, KJ Jansen, LA Sideman
Organizational behavior and human decision processes 96 (1), 38-55, 2005
Must" service with a smile" be stressful? The moderating role of personal control for American and French employees.
AA Grandey, GM Fisk, DD Steiner
Journal of applied psychology 90 (5), 893, 2005
Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors
GM Fisk, JP Friesen
The Leadership Quarterly 23 (1), 1-12, 2012
“I want it all and I want it now!” An examination of the etiology, expression, and escalation of excessive employee entitlement
GM Fisk
Human Resource Management Review 20 (2), 102-114, 2010
The interplay of gender and affective tone in service encounter satisfaction
AS Mattila, AA Grandey, GM Fisk
Journal of Service Research 6 (2), 136-143, 2003
Effects of customer entitlement on service workers' physical and psychological well-being: A study of waitstaff employees.
GM Fisk, LB Neville
Journal of occupational health psychology 16 (4), 391, 2011
Service with an e-smile: Employee authenticity and customer use of web-based support services
O Turel, CE Connelly, GM Fisk
Information & Management 50 (2-3), 98-104, 2013
Display rules and strain in service jobs: what’s fairness got to do with it?
AA Grandey, GM Fisk
Exploring interpersonal dynamics, 265-293, 2004
Getting to excess: Psychological entitlement and negotiation attitudes
L Neville, GM Fisk
Journal of Business and Psychology 34, 555-574, 2019
Chapter 7 building and sustaining resilience in organizational settings: the critical role of emotion regulation
GM Fisk, AM Dionisi
Emotions and organizational dynamism, 167-188, 2010
The role of person, spouse and organisational climate on work-family perceptions.
JN Cleveland, B Cordeiro, G Fisk, RH Mulvaney
Irish Journal of Management 27 (1), 2006
The complexity and embeddedness of grief at work: A social-ecological model
GM Fisk
Human Resource Management Review 33 (2), 100929, 2023
Service with an e-smile: Employee authenticity and customer usage of web-based services
O Turel, CE Connelly, GM Fisk
2011 44th Hawaii International Conference on System Sciences, 1-10, 2011
Recruiting the Best and Brightest for Employment in Canada's Public Sector
G Fisk, A Skattebo
Queen's University, Centre for the Study of Democracy, 2010
Revitalization and Resurrection? Confronting Decline and Change in Religious Organizations
GM Fisk, MM Hammond
Journal of Management, Spirituality & Religion 18 (3), 177-200, 2021
Hooked on a feeling: Using the psychology of addiction to understand the etiology, expression, and escalation of employee entitlement
GM Fisk
The Pennsylvania State University, 2006
Psychological entitlement and conspiracy beliefs: evidence from the COVID-19 pandemic
L Neville, GM Fisk, K Ens
The Journal of Social Psychology, 1-23, 2024
Entitlement, Conspiracy Thinking, and Public Health Behaviours
L Neville, G Fisk, K Ens
OSF, 2023
Service Without a Smile: Can Social Accounts Mitigate Customers' Justice Perceptions and Service Evaluations?
GM Fisk
Pennsylvania State University, 2003
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