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The effect of stress on customer perception of the frontline employee : an experimental study
Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747
Persistent link: https://www.econbiz.de/10012099475
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The impact of hospital customer orientation on burnout of public hospital service workers in New Zealand
Rod, Michel; Ashill, Nicholas - In: Journal of strategic marketing 23 (2015) 3, pp. 189-208
Persistent link: https://www.econbiz.de/10011300905
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Explicating customer orientation's influence on frontline employee satisfaction
Briggs, Elten; Jaramillo, Fernando; Noboa, Fabrizio - In: The service industries journal 35 (2015) 3, pp. 133-151
Persistent link: https://www.econbiz.de/10011296301
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The dark side of customer participation : when customer participation in service co-development leads to role stress
Blut, Markus; Heirati, Nima; Schoefer, Klaus - In: Journal of service research 23 (2020) 2, pp. 156-173
Persistent link: https://www.econbiz.de/10012216513
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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
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Alleviating job stress to improve service employee work affect : the influence of rewarding
Elmadağ Baş, Ayşe Banu; Ellinger, Alexander E. - In: Service business 12 (2018) 1, pp. 121-141
Persistent link: https://www.econbiz.de/10011915029
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The effects of organizational and personal resources on stress, engagement, and job outcomes
Karatepe, Osman M.; Yavas, Ugur; Babakus, Emin; Deitz, … - In: International journal of hospitality management 74 (2018), pp. 147-161
Persistent link: https://www.econbiz.de/10011924635
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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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Das Stressoren-Ressourcen-Modell der Dienstleistungsinteraktion : eine theoretische Betrachtung
Stock-Homburg, Ruth; Bieling, Gisela; Ouadoudi, Youssef el - In: Serviceorientierung im Unternehmen : Forum …, (pp. 183-207). 2010
Persistent link: https://www.econbiz.de/10003943239
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Das Stressoren-Ressourcen-Modell der Dienstleistungsinteraktion : eine theoretische Betrachtung
Stock-Homburg, Ruth; Bieling, Gisela; Ouadoudi, Youssef el - In: Die Unternehmung : Swiss journal of business research … 64 (2010) 1, pp. 43-65
Persistent link: https://www.econbiz.de/10003955182