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Keywords: Customer mistreatment
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Journal Articles
Journal:
Management Decision
Management Decision (2026) 64 (9): 3598–3614.
Published: 03 July 2025
... acting plays a crucial role in buffering the negative effects of customer mistreatment. By genuinely modifying their emotional responses rather than merely suppressing them, employees experience lower emotional exhaustion, which in turn reduces the likelihood of service failure. This finding aligns...
