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Reliability and validity of two scales of employee engagement
(Humanities and Social Science Studies, 2014)
Employee engagement is postulated as a holistic construct with cognitive, emotional and behavioural aspects. The study tries to determine the reliability and validity of two scales of engagement: the 9 – item Utrecht work ...
Emotional labor in interactive service roles in Indian restaurants
(Indian Journal of Industrial Relations, 2015-10)
Emotional labour is more pronounced in interactive service roles where significant communication is necessarily exchanged as a part of the service delivery. Customer interaction, performed by stewards is an intrinsic ...