Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Year of publication: |
2020
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Authors: | Fu, Yang ; Lu, Mengqian ; Huang, Xiaoyu |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 91.2020, p. 1-9
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Subject: | Customer mistreatment | Well-being | Psychological detachment | Recovery self-efficacy | Trait resilience | Gastronomie | Restaurant industry | Coping-Strategie | Coping strategy | Hotellerie | Hotel industry | Arbeitszufriedenheit | Job satisfaction | Konsumentenverhalten | Consumer behaviour | Arbeitspsychologie | Organizational psychology | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Tourismusberufe | Tourism employees | Arbeitsverhalten | Work behaviour |
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