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Walker, D.D., van Jaarsveld, D.D. and Skarlicki, D.P. (2017) Sticks and Stones Can Break My Bones but Words Can Also Hurt Me: The Relationship between Customer Verbal Aggression and Employee Incivility. J Appl Psychol, 102, 163-179. https://doi.org/10.1037/apl0000170

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