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Handling counterproductive behavior caused by customer misbehavior during a pandemic : integrating personal and organizational perspectives
Tan Vo Thanh; Nguyen Phong Nguyen; Le Phuong Thi Ngo; … - In: International journal of hospitality management 107 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10014227659
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Coping with customer aggression
Goussinsky, Ruhama - In: Journal of service management 23 (2012) 2, pp. 170-196
Persistent link: https://www.econbiz.de/10009554267
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Does diversity hurt students' feeling of oneness? : a study of the relationships among social trust, university internal brand identification, and brand citizenship behaviors on di...
Yao, Qingjiang; Martin, Mary Clare; Yang, Hsin-Yen; … - In: Journal of marketing for higher education 29 (2019) 2, pp. 209-229
Persistent link: https://www.econbiz.de/10012179314
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Attitude toward cultural diversity : a test of identity-related antecedents and purchasing consequences
Bartikowski, Boris; Walsh, Gianfranco - In: Journal of business research : JBR 68 (2015) 3, pp. 526-533
Persistent link: https://www.econbiz.de/10010496190
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Speaking without words : a meta-analysis of over 70 years of research on the power of nonverbal cues in job interviews
Martín-Raugh, Michelle P.; Kell, Harrison J.; Randall, … - In: Journal of organizational behavior : OB ; the … 44 (2023) 1, pp. 132-156
Persistent link: https://www.econbiz.de/10014280050
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Do diverse frontline employees make a difference in customers' self-concept and store attitude? : the role of diversity in body size and ethnicity
Jones, Domenique; Lim, Heejin - In: Journal of fashion marketing and management 27 (2023) 6, pp. 925-943
Persistent link: https://www.econbiz.de/10014430530
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Rivalry and fan aggression : why acknowledging conflict reduces tension between rival fans and downplaying makes things worse
Berendt, Johannes; Uhrich, Sebastian - In: European Sport management quarterly : ESMQ 18 (2018) 4, pp. 517-540
Persistent link: https://www.econbiz.de/10011915292
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Understanding responses to comedic advertising aggression : the role of vividness and gender identity
Weinberger, Marc G.; Swani, Kunal; Yoon, Hye Jin; … - In: International journal of advertising : the quarterly … 36 (2017) 4, pp. 562-587
Persistent link: https://www.econbiz.de/10011849120
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Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker; Abu Khait, Rawan; Faridahwati Mohd … - In: Total quality management & business excellence 33 (2022) 3, pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
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The behavioral consequences of regret, anger, and frustration in service settings
Le, Angelina Nhat Hanh; Ho Xuan Huong - In: Journal of global marketing 33 (2020) 2, pp. 84-102
Persistent link: https://www.econbiz.de/10012260070