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Keywords: Negative affectivity
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2012) 23 (2): 170–196.
Published: 20 April 2012
...Ruhama Goussinsky Purpose The purpose of this research is to investigate the direct and moderating effect of negative affectivity (NA) (Study 1) and self‐efficacy (Study 2) on the relationship between customer verbal aggression and three forms of emotion‐focused coping strategies: behavioral...
