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A Multilevel Approach to Understanding Employee Overqualification

✍ Scribed by MARY JANE SIERRA

Book ID
114915329
Publisher
Cambridge University Press
Year
2011
Tongue
English
Weight
438 KB
Volume
4
Category
Article
ISSN
1754-9426

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## Abstract This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a two‐level model in which se