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Keywords: Customer emotional labour
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Journal Articles
Invisible to influential: customer emotional labour’s impact on luxury services
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International Journal of Retail & Distribution Management (2025) 53 (5): 413–430.
Published: 14 February 2025
...Jungkun Park; Yuhsuan Chen Purpose This study aims to empirically test the influence of customer perceptions of employee emotional labour (CPEL) and customer emotional labour (CEL) on perceived service quality, satisfaction with service and repurchase intentions in luxury retail. It further...
