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Grandey, A.A., Kern, J.H. and Frone, M.R. (2007) Verbal Abuse from Outsiders versus Insiders: Comparing Frequency, Impact on Emotional Exhaustion, and the Role of Emotional Labor. Journal of Occupational Health Psychology, 12, 63.
https://doi.org/10.1037/1076-8998.12.1.63
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