The relationship between newcomers’ emotional labor and service performance : the moderating roles of service training and mentoring functions
Nai-Wen Chi and I-An Wang
| Year of publication: |
2018
|
|---|---|
| Authors: | Chi, Nai-Wen ; Wang, I-An |
| Published in: |
The international journal of human resource management. - London : Routledge, ISSN 0958-5192, ZDB-ID 1044134-7. - Vol. 29.2018, 19, p. 2729-2757
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| Subject: | Emotional labor | service performance | service training | mentoring functions | newcomer | Coaching | Dienstleistungssektor | Service industry | Emotion | Dienstleistungsqualität | Service quality | Personalentwicklung | Human resource development | Betriebliches Bildungsmanagement | Employer-provided training | Performance-Messung | Performance measurement | Kundenservice | Customer service |