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Dallimore, Karen and Sparks, Beverley (2008) The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions. In: EIRASS 2008: Recent Advances in Retailing and Services Science, 14-17 Jul 2008, Zagreb, Croatia.

Birch, Dawn (2002) The impact of tangible rewards on empowerment in the hotel sector. In: ServSIG 2001: New Horizons in Services Marketing, 26-28 May 2001, Sydney.