Behavioural consequences of customer perception on emotional labour among airline service employees
Managing employees’ acting or emotional labour strategies is crucial for service organizations to develop a sustainable competitive advantage, such as the airline industry which is seeing fierce competition.This study examined the role of such strategies in enhancing the service experience of custom...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
2016
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/20279/1/IRMM%206%20S7%202016%20162%20168.pdf |