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Service employees' reactions to mistreatment by customers : a comparison between North America and East Asia
Shao, Ruodan; Skarlicki, Daniel P. - In: Personnel psychology : a journal of applied research 67 (2014) 1, pp. 23-59
Persistent link: https://www.econbiz.de/10010341782
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Reducing customer-directed deviant behavior : the roles of psychological detachment and supervisory unfairness
Song, Young Ho; Skarlicki, Daniel P.; Shao, Ruodan; … - In: Journal of management 47 (2021) 8, pp. 2008-2036
Persistent link: https://www.econbiz.de/10012626341
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A self-verification perspective on customer mistreatment and customer-directed organizational citizenship behaviors
Amarnani, Rajiv K.; Restubog, Simon Lloyd D.; Shao, Ruodan - In: Journal of organizational behavior : OB ; the … 43 (2022) 5, pp. 912-931
Persistent link: https://www.econbiz.de/10013279623
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Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives
Wang, Mo; Liao, Hui; Zhan, Yujie; Shi, Junqi - In: Academy of Management journal : AMJ 54 (2011) 2, pp. 312-334
Persistent link: https://www.econbiz.de/10009156515
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Customer injustice and service employees' customer-oriented citizenship behavior : a social exchange perspective
Lavelle, James J.; Rupp, Deborah E.; Herda, David N.; … - In: Journal of organizational behavior : OB ; the … 44 (2023) 3, pp. 421-440
Persistent link: https://www.econbiz.de/10014280134