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Keywords: Customer aggression
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (4): 268–279.
Published: 13 July 2015
..., in a collectivist, Eastern culture. Design/methodology/approach – A critical incident technique reveals the cognitive appraisal of FLEs who had recently experienced customer aggression. Data were collected through qualitative, in-depth interviews with 35 FLEs in customer-facing roles in Thailand. Findings...
