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Keywords: Emotional POS
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Journal Articles
Journal:
Management Decision
Management Decision (2013) 51 (4): 890–912.
Published: 26 April 2013
... and employee emotional exhaustion was found to be weaker for teams with higher levels of emotional POS, but not weaker for those with higher levels of instrumental POS. Practical implications These results suggest that service‐oriented enterprises (such as call centres) should consider employee turnover...
