@article{bdea27c69e22438d9bce541f25aecf5e,
title = "Emotional intelligence in front-line/back-office employee relationships",
keywords = "Citizenship behaviours, Customer service employees, Emotional intelligence, Matched data, Moderation, Organizational performance",
author = "T Kearney and Gianfranco Walsh and Willy Barnett and Taeshik Gong and Maria Schwabe and Kemefasu Ifie",
year = "2017",
doi = "10.1108/JSM-09-2016-0339",
language = "English",
volume = "31",
pages = "185--199",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald Publishing Limited",
number = "2",
}