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Keywords: Customer rule violations
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Journal Articles
Journal of Service Theory and Practice (2023) 33 (6): 771–795.
Published: 30 August 2023
...Stephanie T. Gillison; Sharon E. Beatty; William Magnus Northington; Shiri Vivek Purpose This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature...
Includes: Supplementary data
