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Kuok, Kim Oi Mei; Chan, Sow Hup Joanne; Kou, Hera Kit Wa; Kong, Siew Huat; Mac, Lancy Vai Iun – Learning Organization, 2022
Purpose: Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional…
Descriptors: Sustainability, Human Resources, Labor Force Development, Family Work Relationship
Weinberg, Frankie J. – Learning Organization, 2015
Purpose: The purpose of this paper is to present a knowledge-sharing model that explains individual members' motivation to share knowledge (knowledge donation and knowledge collection). Design/methodology/approach: The model is based on social-constructivist theories of epistemological beliefs, learning and distributed cognition, and is organized…
Descriptors: Epistemology, Models, Constructivism (Learning), Teamwork