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Keywords: Depersonalization
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (3): 252–271.
Published: 24 October 2023
...Kangcheol Lee; Taeshik Gong Purpose Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits...
