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Keywords: Service scripts
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Journal Articles
Asia Pacific Journal of Marketing and Logistics (2021) 33 (3): 888–905.
Published: 08 September 2020
...Won-Moo Hur; Tae-Won Moon; Jun-Ho Lee Purpose This study aimed to examine the effect of self-efficacy on job performance through creativity. We predicted that exposure to customer incivility and rigid service scripts will moderate the mediating effect of creativity on the relationship between self...
