id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
ejop-1838	Emanuel, Federica; Colombo, Lara; Santoro, Stefania; Cortese, Claudio Giovanni; Ghislieri, Chiara	Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers	2020	19	.pdf	application/pdf	9426	501	45	Keywords: emotional dissonance, customer verbal aggression, service work, work-family conflict Europe's Journal of Psychology, 2020, Vol. 16(4), 542–560, https://doi.org/10.5964/ejop.v16i4.1838 Received: 2018-12-06. Another job demand considered in this study, typical of service work, is customer verbal aggression that refers to aggression from unfriendly, rude and/or unsatisfied customers, shown through shouting at service workers and using negative verbal expressions (e.g., yelling, insulting, and cursing; Dormann & Zapf, 2004; Grandey et al., 2004; Grandey et al., 2005).	cache/ejop-1838.pdf	txt/ejop-1838.txt