Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction
This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Negeri Semarang
2019-09-01
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| Series: | Jurnal Dinamika Manajemen |
| Subjects: | |
| Online Access: | https://journal.unnes.ac.id/nju/index.php/jdm/article/view/19843 |