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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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In pursuit of service excellence : investigating the role of psychological contracts and organizational identification of frontline hotel employees
Lu, Vinh Nhat; Capezio, Alessandra; Restubog, Simon Lloyd D. - In: Tourism management : research, policies, practice 56 (2016), pp. 8-19
Persistent link: https://www.econbiz.de/10011513050
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Implementation and outcomes of customer value : a dyadic perspective
Chen, Shu-Ching; Quester, Pascale G. - In: The service industries journal 27 (2007) 5/6, pp. 779-794
Persistent link: https://www.econbiz.de/10003622971