Similar Search Results

On the front line : organization of work in the information economy

Frenkel, Stephen; Korczynski, Marek; Shire, Karen A.; … - 1999 - 1. print.

Persistent link: https://www.econbiz.de/10000666601

On the Front Line : Organization of Work in the Information Economy

Frenkel, Stephen J. - 2018

The importance of customer service is widely emphasized in business today. This book offers the first comprehensive analysis of the organization and dynamics of front-line work. The volume is based on a four-year study of over a thousand employees and eight leading companies in the United...

Persistent link: https://www.econbiz.de/10014479919

Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy

Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974

Persistent link: https://www.econbiz.de/10003906453

The customer experience of emotional labor

Groth, Markus; Hennig-Thurau, Thorsten; Wang, Karyn L. - In: Emotional labor in the 21st century : diverse …, (pp. 127-151). 2013

Persistent link: https://www.econbiz.de/10009661154

Feeling bad and doing good : the effect of customer mistreatment on service employee's daily display of helping behaviors

Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Personnel psychology : a journal of applied research 70 (2017) 4, pp. 769-808

Persistent link: https://www.econbiz.de/10011781540

Four decades of frontline service employee research : an integrative bibliometric review

Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248

Persistent link: https://www.econbiz.de/10012522538

It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery

Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493

Persistent link: https://www.econbiz.de/10013395983

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