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Direct linkConstanti, Panikkos; Gibbs, Paul – International Journal of Educational Management, 2004
Service organizations are encouraged to consider the manner in which employees perform at the customer/front-line employee interface, as a means to gain competitive advantage. The employee's behaviour requires "emotional labour" where the front-line employee (academic), has to either conceal or manage actual feelings for the benefit of a…
Descriptors: Higher Education, Consumer Economics, Delivery Systems, Interviews
