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Keywords: Negative emotions
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Journal Articles
Journal:
European Business Review
European Business Review (2020) 32 (3): 359–381.
Published: 25 February 2020
...Alkis Thrassou; Gabriele Santoro; Erasmia Leonidou; Demetris Vrontis; Michael Christofi Purpose This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization...
