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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo;
Moon, Tae Won
; Han, Su-Jin
Article
Issue Date
2015
Citation
JOURNAL OF SERVICE THEORY AND PRACTICE, v.25, no.4, pp.394 - 413
Publisher
EMERALD GROUP PUBLISHING LTD
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BURNOUT
1
CITIZENSHIP BEHAVIORS
1
Customer incivility
1
Customer orientation
1
Emotional exhaustion
1
JOB-PERFORMANCE
1
LABOR
1
MODERATING ROLE
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