The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Won-Moo Hur; Tae Won Moon; Su-Jin Han
| Year of publication: |
2015
|
|---|---|
| Authors: | Hur, Won-Moo ; Moon, Tae Won ; Han, Su-Jin |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 4, p. 394-413
|
| Subject: | Surface acting | Customer orientation | Emotional exhaustion | Customer incivility | Beziehungsmarketing | Relationship marketing | Emotion | Stress | Work stress | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011400716