Perceived Crowding.

      Аннотация: The purpose of this book is to develop and test a conceptual model that examines the mediating role of emotional dissonance in the relationship between perceived crowding and emotional exhaustion. The model also examines emotional exhaustion as a mediator of the impact of emotional dissonance on service recovery performance, turnover intentions, and absenteeism. In this work, data were collected from ground staff members and their supervisors in a low cost airline company in Turkey. The previously given relationships were tested through structural equation modeling.

Ключевые слова: perceived crowding, emotional dissonance, emotional exhaustion and performance outcome