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Dealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on...
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This book explores recent theoretical and empirical advances in the understanding of how professional and knowledge-based occupations are organised. Focusing in particular on the differences between established and emerging forms of expert work, this collection of papers are representative of...
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