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Impact of managerial control on the relationship between customer incivility and frontline employees' up-selling behavior
Hur, Won-Moo; Moon, Tae Won; Kim, Minsung - In: Service business 15 (2021) 4, pp. 639-665
Persistent link: https://www.econbiz.de/10012794103
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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
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Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions
Chaker, Nawar N.; Beeler, Lisa L.; Delpechitre, Duleep - In: Industrial marketing management : the international … 96 (2021), pp. 238-253
Persistent link: https://www.econbiz.de/10013194581
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Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang; Zhang, Xufan; Ye, Jing; Zhou, Lulu; Zhang, … - In: Journal of service theory and practice 33 (2023) 6, pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo; Moon, Tae Won; Han, Su-Jin - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
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When heroes and villains are victims : how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees
Yue, Yumeng; Nguyen, Helena; Groth, Markus; Johnson, Anya; … - In: Journal of service research 24 (2021) 3, pp. 435-454
Persistent link: https://www.econbiz.de/10012592950
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Workplace spirituality as a precursor to relationship-oriented selling characteristics
Chawla, Vaibhav; Guda, Sridhar - In: Journal of business ethics : JOBE 115 (2013) 1, pp. 63-73
Persistent link: https://www.econbiz.de/10009785881
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Three levels of ethical influences on selling behavior and performance : synergies and tensions
Kadic-Maglajlic, Selma; Micevski, Milena; Lee, Nick; … - In: Journal of business ethics : JOBE 156 (2019) 2, pp. 377-397
Persistent link: https://www.econbiz.de/10012017534
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The risky side of inspirational appeals in personal selling : when do customers infer ulterior salesperson motives?
Alavi, Sascha; Habel, Johannes; Schmitz, Christian; … - In: The journal of personal selling & sales management : JPSSM 38 (2018) 3, pp. 323-343
Persistent link: https://www.econbiz.de/10011963039
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How salesperson perceptions of customers' pro-social behaviors help drive salesperson performance
Shannahan, Rachelle J.; Bush, Alan J.; Shannahan, Kirby … - In: Industrial marketing management : the international … 51 (2015), pp. 100-114
Persistent link: https://www.econbiz.de/10011422779