Global ETD Search
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Showing 1 to 1 of 1 for “"positive psychological capacities"”.
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THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
… have looked at the favorable influence positive psychological capacities (optimism, hope, self-efficacy, and resilience) have on employee performance, this literature has not yet been used to shed light on how such capacities in frontline service employees might impact service recovery. …