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Customer mistreatment and service performance : a self-consistency perspective
Park, Jeongdoo; Kim, Hyun Jeong - In: International journal of hospitality management 86 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241518
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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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How do mistreated high-status service providers compensate?
Mattar, Dorine M. - In: Global business and organizational excellence : GBOE 41 (2021) 1, pp. 46-67
Persistent link: https://www.econbiz.de/10013175664
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Supervisor and customer-driven stressors to predict silence and voice motives : mediating and moderating roles of anger and self-control
Kashif, Muhammad; Gürce, Merve Yanar; Tosun, Petek; … - In: Services marketing quarterly 41 (2020) 3, pp. 273-286
Persistent link: https://www.econbiz.de/10012256945
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Customer mistreatment, employee health, and job performance : cognitive rumination and social sharing as mediating mechanisms
Baranik, Lisa E.; Wang, Mo; Gong, Yaping; Shi, Junqi - In: Journal of management : JOM 43 (2017) 4, pp. 1261-1282
Persistent link: https://www.econbiz.de/10011671746
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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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Beyond tit-for-tat : theorizing divergent employee reactions to customer mistreatment
Amarnani, Rajiv K.; Bordia, Prashant; Restubog, Simon … - In: Group & organization management : an international journal 44 (2019) 4, pp. 687-717
Persistent link: https://www.econbiz.de/10012160147
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Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Fu, Yang; Lu, Mengqian; Huang, Xiaoyu - In: International journal of hospitality management 91 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012389407
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Render good for evil? : the relationship between customer mistreatment and customer-oriented citizenship behavior
Ni, Dan; Liu, Xin; Zheng, Xiaoming - In: Journal of business research : JBR 170 (2024), pp. 1-13
Persistent link: https://www.econbiz.de/10014535957
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How are career adaptable and customer oriented employees treated? : examining career-situated factors that reduce customer mistreatment
Amarnani, Rajiv K.; Howard, Emika C.; Restubog, Simon … - In: Journal of vocational behavior 136 (2022), pp. 1-15
Persistent link: https://www.econbiz.de/10013365434