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Emotional labor 

, In: Emotional labor in the 21st century / ed. by Alicia A. Grandey; James M. Diefendorff and Deborah E. Rupp
organization-level influences, strategies, and outcomes 
Pugh, S. Douglas ; Diefendorff, James M. ; Moran, Christina M.. (2013)  - p. 199-221
Exemplar:  Zentrale:E02 a bwl 118/904