Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture

• Main Authors: Chuanchuen Akkawanitcha, Paul Patterson, Siriwut Buranapin, Saranya Kantabutra
• 格式: 雜誌
• 出版: 2018
• 主題: Business, Management and Accounting
• 在線閱讀: https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84932107214&origin=inward; http://cmuir.cmu.ac.th/jspui/handle/6653943832/54227
• 機構: Chiang Mai University

© 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...