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Keywords: Service employees
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Journal Articles
Journal:
Management Decision
Management Decision (2020) 58 (6): 1035–1052.
Published: 31 May 2019
...Gianfranco Walsh; Zhiyong Yang; Jason Dahling; Mario Schaarschmidt; Ikuo Takahashi Purpose Frontline service employees’ (FLEs) positive personality traits enhance service experiences, for both employee and customer outcomes. Yet, limited research addresses negative personality traits. Drawing...
