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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
Kim, Wansoo; Ok, Chihyung; Gwinner, Kevin Patrick - In: The service industries journal 30 (2010) 7/8, pp. 1139-1157
Persistent link: https://www.econbiz.de/10003996853
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Moderating role of a priori customer-firm relationship in service recovery situations
Kim, Wansoo; Ok, Chihyung; Canter, Deborah D. - In: The service industries journal 32 (2012) 1/2, pp. 59-82
Persistent link: https://www.econbiz.de/10009427710
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Reducing burnout and enhancing job satisfaction : critical role of hotel employees' emotional intelligence and emotional labor
Lee, JungHoon; Ok, Chihyung - In: International journal of hospitality management 31 (2012) 4, pp. 1101-1112
Persistent link: https://www.econbiz.de/10009566991