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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research"
~person:"Cheng, Bao"
~subject:"Bank"
~subject:"Service quality"
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Bank
Service quality
Arbeitsverhalten
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Beziehungsmarketing
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Customer incivility
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Customer satisfaction
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Dienstleistungsqualität
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Cheng, Bao
Mattila, Anna S.
6
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5
Han, Heesup
4
Prentice, Catherine
4
Qu, Hailin
4
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International journal of hospitality management
Journal of service research
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ECONIS (ZBW)
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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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