TY  - BOOK
AU  - Yang, Fiona X. 
AU  - Yang, Fiona X. 
AU  - Lau, Virgina Meng-Chan. 
TI  - Evil customers, an angel boss and cooperative coworkers: burnout of frontline employees 
U1  - DPer 647.94068 In821 August-October  2019  
PY  - 2019///
CY  - Amsterdam ; 
PB  - Elsevier, 
KW  - Customer incivility
KW  - Burnout
KW  - Emotional intelligence
N1  - International Journal of Hospitality Management, v. 81, pages 1-10, August 2019
ER  -