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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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Emotion display rules at work in the global service economy: the special case of the customer
Grandey, Alicia; Rafaeli, Anat; Ravid, Shy; Wirtz, Jochen; … - In: Journal of service management 21 (2010) 3, pp. 388-412
Persistent link: https://www.econbiz.de/10003993798
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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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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo; Moon, Tae Won; Han, Su-Jin - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
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Can personality traits and daily positive mood buffer the harmful effects of daily negative mood on task performance and service sabotage? : a self-control perspective
Chi, Nai-Wen; Chang, Huo-Tsan; Huang, Hsien-Lier - In: Organizational behavior and human decision processes : … 131 (2015), pp. 1-15
Persistent link: https://www.econbiz.de/10011422317
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Customer aggression, felt anger and emotional deviance : the moderating role of job autonomy
Goussinsky, Ruhama - In: International journal of quality and service sciences 7 (2015) 1, pp. 50-71
Persistent link: https://www.econbiz.de/10011300152
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Relationships between daily affect and pro-environmental behavior at work : the moderating role of pro-environmental attitude
Bissing-Olson, Megan J.; Iyer, Aarti; Fielding, Kelly S.; … - In: Journal of organizational behavior : OB ; the internat. … 34 (2013) 2, pp. 156-175
Persistent link: https://www.econbiz.de/10009714463
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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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Boundary conditions of the emotional exhaustion-unsafe behavior link : the dark side of group norms and personal control
Ju, Dong; Qin, Xin; Xu, Minya; DiRenzo, Marco S. - In: Asia Pacific journal of management : APJM ; a … 33 (2016) 1, pp. 113-140
Persistent link: https://www.econbiz.de/10011563237