Does customer incivility undermine employees' service performance?
Bao Cheng, Yun Dong, Xing Zhou, Gongxing Guo, Yan Peng
| Year of publication: |
2020
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|---|---|
| Authors: | Cheng, Bao ; Dong, Yun ; Zhou, Xing ; Guo, Gongxing ; Peng, Yan |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 89.2020, p. 1-10
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| Subject: | Hostile attribution bias | Customer incivility | In-role performance | Negative affectivity | Proactive customer service performance | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Performance-Messung | Performance measurement | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Arbeitsleistung | Job performance | Unternehmenserfolg | Firm performance |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2020.102544 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012293791