Emotional labour and strain in "front-line" service employees: Does mode of delivery matter?

Journal of Managerial Psychology

Volumn 24, Issue 2, 2009, Pages 118-135

  Kinman, Gail ^a  

^a UNIVERSITY OF BEDFORDSHIRE   (United Kingdom)

Author keywords

Call centres; Customer service management; Face to face communications; Individual psychology; Personal health; Social interaction

Indexed keywords

EID: 59849085804     PISSN: 02683946     EISSN: None     Source Type: Journal    
DOI: 10.1108/02683940910928847     Document Type: Article

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