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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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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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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
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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 … 62 (2017), pp. 36-50
Persistent link: https://www.econbiz.de/10011707050
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When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
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Effects of ethical sales behaviour on satisfaction, trust, commitment, retention and words-of-mouth
Ou, Wei-Ming; Shih, Chia-Mei; Chen, Chin-Yuan - In: International journal of commerce and management 25 (2015) 4, pp. 673-686
Persistent link: https://www.econbiz.de/10011446689