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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.