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Moderating Role of Affectivity in Emotional Labor and Emotional Exhaustion Among Customer Services Representatives

✍ Scribed by Adnan Adil, Anila Kamal

Book ID
120671168
Publisher
Springer-Verlag
Year
2013
Tongue
English
Weight
257 KB
Volume
58
Category
Article
ISSN
0033-2968

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## Abstract In a field study among 241 shop assistants and their 59 supervisors in fashion chain stores in Mainland China and Hong Kong, we found a negative relationship between emotional exhaustion and four indicators of job performance (overall performance, emotional display, OCB‐O, and OCB‐I) wh