Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
© 2015, Emerald Group Publishing Limited. Purpose – This research aims to examine the cognitive appraisals of frontline employees (FLEs) when dealing with aggressive customers and the impact on their well-being, as well as several moderator effects, in a collectivist, Eastern culture. Design/methodo...
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| Main Authors: | , , , |
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| Format: | Journal |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84932107214&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/44602 |
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| Institution: | Chiang Mai University |
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