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Employee emotional labour and quitting intentions : moderating effects of gender and age
Walsh, Gianfranco; Bartikowski, Boris - In: European journal of marketing : EJM 47 (2013) 8, pp. 1213-1237
Persistent link: https://www.econbiz.de/10009786593
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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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Employees' use of empathy to improve their job behaviour
Singh, Prakash - In: International business and economics research journal 13 (2014) 3, pp. 599-610
Persistent link: https://www.econbiz.de/10010372621
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Service worker customer orientation, organisation/job fit and perceived organisational support
Farrell, Mark Anthony; Oczkowski, Edward A. - In: Journal of strategic marketing 17 (2009) 2, pp. 149-167
Persistent link: https://www.econbiz.de/10003858943
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Service workers' job performance : the roles of personality traits, organizational identification, and customer orientation
He, Hongwei; Wang, Weiyue; Zhu, Weichun; Harris, Lloyd C. - In: European journal of marketing : EJM 49 (2015) 11/12, pp. 1751-1776
Persistent link: https://www.econbiz.de/10011449315
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Linking leadership empowerment behaviour to employee attitudes and behavioural intentions : testing the mediating role of psychological empowerment
Dewettinck, Koen; Ameijde, Maaike van - In: Personnel review : a professional journal reporting new … 40 (2011) 3, pp. 284-305
Persistent link: https://www.econbiz.de/10009124770
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol; Hur, Won-Moo; Shin, Yuhyung; Kim, Young-Jin - In: The journal of services marketing 36 (2022) 4, pp. 612-625
Persistent link: https://www.econbiz.de/10013407575
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The Influence of Pandemic-Related Workplace Safety Practices on Frontline Service Employee Wellbeing Outcomes
Subramony, Mahesh; Golubovskaya, Maria; Keating, Byron; … - 2022
The COVID-19 pandemic has exposed the vulnerability of frontline employee (FLEs) to infections and other hazards, and highlighted the importance of workplace safety practices (WSP) for service organizations. In response to the critical issue of service safety, we developed and empirically tested...
Persistent link: https://www.econbiz.de/10014087788
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The influence of pandemic-related workplace safety practices on frontline service employee wellbeing outcomes
Subramony, Mahesh; Golubovskaya, Maria; Keating, Byron; … - In: Journal of business research : JBR 149 (2022), pp. 363-374
Persistent link: https://www.econbiz.de/10013325616