@inbook{1421e596105842049d38331d228faac0,
title = "Genuine emotions when facing aggressive customers in the hospitality industry: A conceptual framework",
author = "Aspasia Simillidou and Demetris Vrontis and Michael Christofi",
year = "2019",
month = nov,
day = "29",
doi = "10.1108/978-1-83867-249-220191013",
language = "English",
isbn = "9781838672515",
pages = "165--179",
booktitle = "The Cross-Disciplinary Perspectives of Management",
publisher = "Emerald Group Publishing Ltd.",
address = "United Kingdom",
}