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Sustainable Human Resources Management in Learning Organizations: Consequences of Customer Incivility and Surface Acting
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Kuok, Kim Oi Mei; Chan, Sow Hup Joanne; Kou, Hera Kit Wa; Kong, Siew Huat; Mac, Lancy Vai Iun – Learning Organization, 2022
Purpose: Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional…
Descriptors: Sustainability, Human Resources, Labor Force Development, Family Work Relationship