Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Year of publication: |
2022
|
---|---|
Authors: | Bani-Melhem, Shaker ; Abu Khait, Rawan ; Faridahwati Mohd Shamsudin ; West, Martin |
Published in: |
Total quality management & business excellence. - Abingdon : Routledge, Taylor & Francis Group, ISSN 1478-3371, ZDB-ID 2129076-3. - Vol. 33.2022, 3, p. 278-296
|
Subject: | burnout | customer incivility | customer problem-solving behaviour | employee resilience | supervisor justice | United Arab Emirates (UAE) hospitality sector | Vereinigte Arabische Emirate | United Arab Emirates | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Coping-Strategie | Coping strategy | Kundenzufriedenheit | Customer satisfaction |
-
Al-Hawari, Mohd Ahmad, (2020)
-
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi, (2021)
-
Returning good for evil : a study of customer incivility and extra-role customer service
Zhu, Julie N. Y., (2019)
- More ...
-
How and when does job challenge promote the innovative behaviour of public sector employees?
Bani-Melhem, Shaker, (2021)
-
Empowerment as a pivotal deterrent to employee silence : evidence from the UAE hotel sector
Bani-Melhem, Shaker, (2021)
-
Abu Khait, Rawan, (2020)
- More ...