Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Year of publication: |
2014
|
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Authors: | Choi, Chang Hwan ; Kim, Taegoo ; Lee, Gyehee ; Lee, Seung-kon |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 36.2014, p. 272-285
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Subject: | Customer-related social stressors | Emotional exhaustion | Customer orientation | Service recovery performance | Stressor-strain-outcome framework | Conservation of resources theory | Beziehungsmarketing | Relationship marketing | Stress | Work stress | Emotion | Beschwerdemanagement | Complaint management | Tourismusberufe | Tourism employees |
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