How customer requests influence frontline employee job outcomes : the role of personal appraisal tendencies and situational customer demandingness
Year of publication: |
2022
|
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Authors: | Jung, Jin Ho ; Brown, Tom ; Zablah, Alex R. |
Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 98.2022, 2, p. 315-334
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Subject: | Challenge appraisal | Customer requests | Hindrance appraisal | Job engagement | Job stress | Transactional theory of stress | Stress | Work stress | Beziehungsmarketing | Relationship marketing | Arbeitszufriedenheit | Job satisfaction | Personalbeurteilung | Employee appraisal | Leistungsmotivation | Work motivation | Arbeitsleistung | Job performance | Verkaufspersonal | Salespeople |
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