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Keywords: Employee 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
... in the service interaction. It is also the first to suggest the U-shaped nonlinear effect of customer anger intensity on employees’ service outcomes and its underlying mechanisms, reconciling mixed findings. Service recovery performance Relevance Frontline employees Anger intensity Customer anger...
