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Keywords: Customer anger
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Journal Articles
Journal:
Nankai Business Review International
Nankai Business Review International (2021) 12 (2): 236–257.
Published: 08 June 2021
...Jia Luo; Yongqiang Li; Yu Che Purpose Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social information model and appraisal theory, this study aims to focus on two dimensions...
