Yang, Dong-jenn; Ma, Tsung-kuang E.; Lee, Sheng-hsiung - In: International journal of management, economics and … 3 (2014) 1, pp. 36-58
The employees deliver services to customers and interact with them using emotional labor. The causes of emotional exhaustion under several circumstances have been thoroughly investigated. One approach is to view the employee-customer interaction as an actor-audience relationship, known as...