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Keywords: Followers’ job performance
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Journal Articles
How leaders’ perceived emotional labor leads to followers’ job performance: A serial mediation model
Journal of Service Theory and Practice (2019) 29 (1): 22–44.
Published: 18 December 2018
... to followers’ job outcomes. The purpose of this paper is to propose a model in which followers’ perceptions of the uses of emotional labor by leaders toward customers influence followers’ job performance in their service encounters. Design/methodology/approach Working with a sample of 268 medical service...
