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Attributions of blame for customer mistreatment : implications for employees' service performance and customers' negative word of mouth
Garcia, Patrick Raymund James M.; Restubog, Simon Lloyd D. - In: Journal of vocational behavior 110 (2019) 1, pp. 203-213
Persistent link: https://www.econbiz.de/10012059952
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Beyond tit-for-tat : theorizing divergent employee reactions to customer mistreatment
Amarnani, Rajiv K.; Bordia, Prashant; Restubog, Simon … - In: Group & organization management : an international journal 44 (2019) 4, pp. 687-717
Persistent link: https://www.econbiz.de/10012160147
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A self-verification perspective on customer mistreatment and customer-directed organizational citizenship behaviors
Amarnani, Rajiv K.; Restubog, Simon Lloyd D.; Shao, Ruodan - In: Journal of organizational behavior : OB ; the … 43 (2022) 5, pp. 912-931
Persistent link: https://www.econbiz.de/10013279623
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How are career adaptable and customer oriented employees treated? : examining career-situated factors that reduce customer mistreatment
Amarnani, Rajiv K.; Howard, Emika C.; Restubog, Simon … - In: Journal of vocational behavior 136 (2022), pp. 1-15
Persistent link: https://www.econbiz.de/10013365434