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A within-level analysis of the effect of customer-focused perspective-taking on deep acting and customer helping behaviors : the mediating roles of negative affect and empathy
Lee, Lindsey; Madera, Juan M. - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547719
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Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey; Guchait, Priyanko; Madera, Juan M. - In: International journal of hospitality management 89 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
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Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi; Guchait, Priyanko; Lee, Lindsey; Madera, Juan M. - In: International journal of hospitality management 77 (2019), pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
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Customer evaluations of service-oriented organizational citizenship behaviors : agentic and communal differences
Bharadwaja, Shina; Lee, Lindsey; Madera, Juan M. - In: International journal of hospitality management 70 (2018), pp. 120-129
Persistent link: https://www.econbiz.de/10011825977