| Delivering Bad News to Customers: The Roles of Employee Emotional and Technical Competencies in Emotionally Charged Service Encounters |
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| Service In a Time of Rapid Change: The New Distributed Workforce – How to Help Employees Stay Focused and Fresh |
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| Service in a Time of Rapid Change: Trust and Empathy During Crisis |
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| Service in a Time of Rapid Change: When Change Comes Fast and Hard, Your Culture Better Be Strong |
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| ServiceFriday: Agree to Disagree – How Disagreement on Service Climate Might Benefit Store Turnover |
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| ServiceFriday: Lead The Way – How Leadership Styles Impact Organizational Change Capacity |
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| ServiceFriday: Authenticity Makes a Difference |
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| ServiceFriday: And the Service Innovation Award for Best Actor Goes To… |
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| ServiceFriday: Tell Me About It – Getting the Front Line to Share Customer Complaints |
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| ServiceFriday: Which Leaders Affect Customer Orientation Most? Depends on the Team |
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