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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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CITIZENSHIP BEHAVIORS
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Customer incivility
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Customer orientation
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DISPLAY RULES
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Emotional exhaustion
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JOB-PERFORMANCE
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Surface acting
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