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List of works by Michel Cossette

Boule de cristal pour employeurs proactifs

Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach

Emotional Labor through the Lens of Self-Determination Theory

I and My Friends are Good People: The Perception of Incivility by Self, Friends and Strangers

scientific article published on 29 February 2016

Intermediate Manager Behaviors Leading to Employee Job Performance and Well-being: A Conceptual Framework

Mesurer les résultats de la gestion des ressources humaines : principes, état des lieux et défis à surmonter pour les professionnels RH

Observers’ expectations regarding the emotional reactions of others in a failure context: the role of status and perceived dominance

Quitter Ou Rester: Analyse Des Profils D’Intention De Départ D’Agents En Centre De Contact – Clients

Quitter, rester ou progresser ? Les profils d’intentions des agents en centre d’appels

Service with a smile: A source of emotional exhaustion or performance incentive in call-centre employees

Service with style and smile. How and why employees are performing emotional labour?

Servir Les Clients Avec Le Sourire: Un Cadre Motivationnel Pour Mieux Prédire Les Stratégies De Régulation Émotionnelle

Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

The Influence of Transfer Climate and Job Attitudes on the Transfer Process

When irritation does the job: Video simulation of a customer service interaction that goes awry

When scowling may be a good thing: The influence of anger expressions on credibility

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