"Fly the Friendly Skies" -United Airlines motto until 1996 "Multiple regression revealed r_=.135 for ‘Q20 The crew gives real, friendly smiles’. This may indic

"Fly the Friendly Skies" -United Airlines motto until 1996 "Multiple regression revealed r_=.135 for ‘Q20 The crew gives real, friendly smiles’. This may indicate that whilst real, friendly smiles contribute to an overall positive perception of ‘Expressive Display’ they have a small, direct influence on overall satisfaction... The findings have shown that it is possible to quantify the effects of 'real' smiles on service satisfaction, even though, in this case is, it is rather small. There is a strong relationship between 'real' smiles and the perception of genuine care for the consumer." -Measuring the Value of a 'Real' Smile in Service Providers’ Expressive Display: Evidence from the Airline Industry