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Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model

This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior...

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Detalles Bibliográficos
Autores principales:	Szczygiel, Dorota Daniela, Bazińska, Róz·a
Formato:	Online Artículo Texto
Lenguaje:	English
Publicado:	Frontiers Media S.A. 2021
Materias:	Psychology
Acceso en línea:	https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7859092/ https://www.ncbi.nlm.nih.gov/pubmed/33551888 http://dx.doi.org/10.3389/fpsyg.2020.506085

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