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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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Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Fu, Yang; Lu, Mengqian; Huang, Xiaoyu - In: International journal of hospitality management 91 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012389407
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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
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A lagged experience sampling methodology study on spillover effects of customer mistreatment
Fu, Yang; Zhou, Zihan; Huang, Xiaoyu - In: Journal of service research 27 (2024) 3, pp. 450-469
Persistent link: https://www.econbiz.de/10014580532
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Customer mistreatment and employees' coping strategies : a Meta-SEM analysis
Ma, Yu; Liu, Pei; An, Xinru; Wu, Zhongda; Li, Aimei; … - In: Tourism management : research, policies, practice 106 (2025), pp. 1-13
Persistent link: https://www.econbiz.de/10015077961
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Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service
Hossain, Muhammad Muazzem - In: International journal of services and standards 9 (2014) 1, pp. 67-83
Persistent link: https://www.econbiz.de/10011283320
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The role of affect in consumer evaluation of health care services
Ng, Sandy; Russell-Bennett, Rebekah - In: Health marketing quarterly 32 (2015) 1, pp. 31-47
Persistent link: https://www.econbiz.de/10011289343
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Analysis of passengers' perception of public transport quality and performance
Tyrinopoulos, Yannis; Antoniou, Constantinos - In: International journal of information systems and supply … 7 (2014) 1, pp. 56-72
Persistent link: https://www.econbiz.de/10010378574
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Turning customer satisfaction measurements into action
Olsen, Line Lervik; Witell, Lars; Gustafsson, Anders - In: Journal of service management 25 (2014) 4, pp. 556-571
Persistent link: https://www.econbiz.de/10010405193