The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Year of publication: |
2020
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Authors: | Zhang, Mo ; Geng, Ruoqi ; Hong, Zhisheng ; Song, Wenhao ; Wang, Wangshuai |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 88.2020, p. 1-9
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Subject: | Emotional exhaustion | Frontline employee | Job demand-resource theory | Service recovery awareness | Work engagement | Leistungsmotivation | Work motivation | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Emotion | Beschwerdemanagement | Complaint management | Verkaufspersonal | Salespeople | Beziehungsmarketing | Relationship marketing | Arbeitszufriedenheit | Job satisfaction |
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