Worcester Research and Publications

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WRaP is a collection of research papers and university publications. It presents the academic and creative work of the university. You are welcome to look for and obtain items of interest and make contact with the authors and creators.

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Number of items: 2.

Article

Kay, Alex and Ross, Catharine ORCID: https://orcid.org/0000-0003-2529-5469 (2021) Developing Front-Line Employees to Manage Negative Customer to Customer Interactions in the Retail Industry: Lessons for Human Resource Development in responding to COVID-19. International Journal of HRD: Practice, Policy and Research, 5 (2). pp. 19-30. ISSN 2397-4575

Thesis

Kay, Alex (2020) Management of customer-to-customer interaction (CCI) by the front-line employee (FLE) in the supermarket industry. PhD thesis, University of Worcester.

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