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Journal Articles
Journal:
Nankai Business Review International
Nankai Business Review International (2021) 12 (2): 236–257.
Published: 08 June 2021
... of customer anger – intensity and relevance with FLEs and examined their divergent effects on FLEs’ immediate recovery performance. Design/methodology/approach This study conducted a questionnaire survey of 366 Chinese FLEs in the hospitality and tourism industries. Hierarchical regressions and bootstrap...
