# It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery

> Research article (Journal of Service Research, 2021) · cited 16× · AI/ML

**Wikidata**: [openalex:W3213392121](https://www.wikidata.org/wiki/openalex:W3213392121)  
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