Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Year of publication: |
March 2018
|
---|---|
Authors: | Lee, JungHoon ; Ok, Chihyung ; Lee, Seung-hoon ; Lee, Choong-Ki |
Published in: |
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association. - Thousand Oaks, Calif. [u.a.] : Sage, ISSN 0047-2875, ZDB-ID 864377-5. - Vol. 57.2018, 3, p. 324-341
|
Subject: | emotional labor | customer orientation | depersonalization | airline service employees | Emotion | Beziehungsmarketing | Relationship marketing | Fluggesellschaft | Airline | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Arbeitszufriedenheit | Job satisfaction | Tourismusberufe | Tourism employees | Dienstleistungsberufe | Service workers | Arbeitsverhalten | Work behaviour | Kundenzufriedenheit | Customer satisfaction |
-
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B., (2018)
-
Robertson, Nichola, (2023)
-
An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias, (2021)
- More ...
-
Lee, JungHoon, (2015)
-
Hotel employee work engagement and its consequences
Lee, JungHoon, (2016)
-
Lee, JungHoon, (2015)
- More ...