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Keywords: Customer contact employees
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Journal Articles
Journal:
Employee Relations
Employee Relations: The International Journal (2012) 35 (1): 39–60.
Published: 09 November 2012
...Lloyd C. Harris; Emmanuel Ogbonna Purpose The aim of this article is to supply grounded empirical insights into the forms of negative word‐of‐mouth by front‐line, customer contact employees. Design/methodology/approach The article adopts a qualitative approach through interviews with 54 front...
