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Job resourcefulness and employee burnout: Frontline service recovery performance efforts in a call centre context

Rod, M.; Carruthers, Janet; Thirkell, Paul; Ashill, N.

Authors

M. Rod

Paul Thirkell

N. Ashill



Citation

Rod, M., Carruthers, J., Thirkell, P., & Ashill, N. (2008, May). Job resourcefulness and employee burnout: Frontline service recovery performance efforts in a call centre context. Paper presented at European Marketing Academy (EMAC), Brighton, UK

Presentation Conference Type Conference Paper (unpublished)
Conference Name European Marketing Academy (EMAC)
Conference Location Brighton, UK
Start Date May 27, 2008
End Date May 30, 2008
Publication Date May 1, 2008
Peer Reviewed Peer Reviewed
Keywords job resourcefulness, employee burnout, frontline service recovery, performance efforts, call centre,
Public URL https://uwe-repository.worktribe.com/output/1013090
Publisher URL http://www.emac-online.org/r/default.asp?iId=IHGMD