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 custo...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2016-08-01
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| Series: | International Review of Management and Marketing |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/tr/pub/irmm/issue/32101/355637?publisher=http-www-cag-edu-tr-ilhan-ozturk |