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accessRights:"restricted"
~isPartOf:"International journal of hospitality management"
~person:"Cheng, Bao"
~subject:"Arbeitsverhalten"
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Arbeitsverhalten
Beziehungsmarketing
2
Customer incivility
2
Customer satisfaction
2
Customer service
2
Dienstleistungsqualität
2
Kundenservice
2
Kundenzufriedenheit
2
Relationship marketing
2
Service quality
2
Work behaviour
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Anger
1
Arbeitsleistung
1
Cognition
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Cognitive appraisal theory
1
Consumer behaviour
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Emotion
1
Firm performance
1
Frontline employee
1
Hostile attribution bias
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Hotel
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Hotel industry
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Hotellerie
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In-role performance
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Job performance
1
Kognition
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Konsumentenverhalten
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Negative affectivity
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Performance measurement
1
Performance-Messung
1
Proactive customer service performance
1
Retaliation intention
1
Salespeople
1
Tourism employees
1
Tourismusberufe
1
Unternehmenserfolg
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Verkaufspersonal
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Cheng, Bao
Babalola, Mayowa
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Chang, Kuo-Chien
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Chen, Haixiao
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Cheng, Tan
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Fu, Yang
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Guo, Gongxing
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Guo, Yulang
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Gutierrez, Leopoldo
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Hu, Rong
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Huan, Li
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Huang, Xiaoyu
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Karatepe, Osman M.
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Lam, Long W.
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Li, Dongmei
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Li, Shanshi
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Lin, Derong
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Lin, Meizhen
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Ling, Qian
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Liu, Canmian
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Liu, Shijie
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Lloréns-Montes, Francisco Javier
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Lu, Mengqian
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Medler-Liraz, Hana
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Peng, Yan
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Qu, Hailin
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Rahaman, H. M. Saidur
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Rescalvo-Martin, Elisa
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Scott, Noel
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International journal of hospitality management
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
2
Does customer incivility undermine employees' service performance?
Cheng, Bao
;
Dong, Yun
;
Zhou, Xing
;
Guo, Gongxing
;
Peng, Yan
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
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