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Wilfrid Laurier University School of Business & Economics
October 31, 2014

Canadian Excellence

4

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Business: Organizational Behaviour/Human Resource Management (OB/HRM) Area

Congratulations to Dr. Jessie Zhan

Oct 2/12

Jessie Zhan, as the principal (sole) investigator,hasbeen awardedthe Insight Development Grantby the Social Sciences and Humanities Research Council of Canada (SSHRC) for herproposedresearch entitled "Being Mistreated by Customers: Exploring the Different Types of Customer Mistreatment and the Role of Employee Attributions."Her research is aimingto propose anew theoretical classification of customer mistreatment behaviors and explore whether different types of mistreatment may lead to different attributions which in turn influences employee service behaviors. The research will further our understanding of the interaction process between customers and employees.

Congrats to Jessie!

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