When heroes and villains are victims : how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees
Year of publication: |
2021
|
---|---|
Authors: | Yue, Yumeng ; Nguyen, Helena ; Groth, Markus ; Johnson, Anya ; Frenkel, Stephen |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 3, p. 435-454
|
Subject: | customer incivility | emotional exhaustion | experience-sampling method | withdrawal | Emotion | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
-
Hur, Won-Moo, (2015)
-
Hur, Won-Moo, (2021)
-
Yan, Aimin, (2024)
- More ...
-
Wang, Karyn L., (2021)
-
When the going gets tough, the tough keep working : impact of emotional labor on absenteeism
Nguyen, Helena, (2016)
-
Workplace Aggression and Organisational Effectiveness : The Mediating Role of Employee Engagement
Johnson, Anya, (2018)
- More ...