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Keywords: Emotional labour (surface acting)
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Journal Articles
How does emotional intelligence influence self-efficacy among customer service representatives in Pakistan? Mediatory effects of emotional labour
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South Asian Journal of Business Studies (2024) 13 (3): 422–441.
Published: 11 July 2023
...Mukaram Ali Khan; Rimsha Ashfaq Butt; Saba Nawab; Syed Sohaib Zubair Purpose This study intends to explore the influence of emotional intelligence on employee self-efficacy in Pakistan's telecom industry. Besides, it explores the mediating effect of emotional labor (surface acting and deep acting...
