Narrow search
Showing 1 - 10 of 4,653
Cover Image
Mitigating burnout through organizational justice : customer support workers' experiences of customer injustice and emotional labor
Kim, Heewon; Leach, Rebecca B. - In: Management communication quarterly : an international … 35 (2021) 4, pp. 497-517
Persistent link: https://www.econbiz.de/10012661959
Cover Image
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
Cover Image
Customer emotional regulation and relationship quality : evidence from the banking industry
Alnawas, Ibrahim; Altarifi, Shadi - In: Journal of financial services marketing : JFSM 21 (2016) 4, pp. 254-266
Persistent link: https://www.econbiz.de/10011594160
Cover Image
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
Cover Image
The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Van Jaarsveld, Danielle; Walker, David D.; Skarlicki, … - In: Journal of management : JOM 36 (2010) 6, pp. 1486-1504
Persistent link: https://www.econbiz.de/10008701401
Cover Image
Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience
Al-Hawari, Mohd Ahmad; Bani-Melhem, Shaker; Quratulain, … - In: Journal of business and psychology 35 (2020) 2, pp. 223-240
Persistent link: https://www.econbiz.de/10012226862
Cover Image
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang; Zhang, Xufan; Ye, Jing; Zhou, Lulu; Zhang, … - In: Journal of service theory and practice 33 (2023) 6, pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Cover Image
Customer incivility and service recovery performance : job crafting as a buffer
Zahoor, Adil; Siddiqi, Mushtaq Ahmad - In: Vision : the journal of business perspective 27 (2023) 2, pp. 178-188
Persistent link: https://www.econbiz.de/10014229750
Cover Image
Dienstleistungsklima und seine personalen Folgen : organisationelle Voraussetzungen für guten Service
Scholz, Karen - 2001 - 1. Aufl.
Persistent link: https://www.econbiz.de/10001561561
Cover Image
Sustainable human resources management in learning organizations : consequences of customer incivility and surface acting
Kuok, Kim Oi Mei; Chan, Sow Hup; Kou, Hera Kit Wa; … - In: The learning organization : TLO ; an international journal 29 (2022) 5, pp. 548-566
Persistent link: https://www.econbiz.de/10013455280