Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture

Author： Akkawanitcha Chuanchuen   Patterson Paul   Buranapin Siriwut   Kantabutra Saranya  

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.29, Iss.4, 2015-07, pp. : 268-279

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