The impact of empowerment on emotional labour: a conceptual framework

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The impact of empowerment on emotional labour: a conceptual framework

This conceptual paper investigated the importance of employee empowerment and its impact on emotional labour in securing success of service delivery. This study advocates that empowerment is essential and also a key factor in the development of service quality and customer satisfaction. It is predi...

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Bibliographic Details
Main Authors:	Abdul Aziz, Yuhanis, Samdin, Zaiton
Format:	Article
Language:	English
Published:	Universiti Putra Malaysia Press 2012
Online Access:	http://psasir.upm.edu.my/id/eprint/40675/ http://psasir.upm.edu.my/id/eprint/40675/1/The%20Impact%20of%20Empowerment%20on%20Emotional%20Labour.pdf

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