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How and when does job crafting contribute to franchised restaurant managers' service performance? : the moderation of headquarter control systems
Hur, Won-Moo; Shin, Yuhyung; Hwang, Hansol - In: Journal of service theory and practice 32 (2022) 3, pp. 378-399
Persistent link: https://www.econbiz.de/10013273024
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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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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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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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Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
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It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
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Employees' proactive customer service performance in hospitality : impacts of customer mistreatment and team performance pressure
Jiang, Jing; Yuan, Yuan; Dong, Yanan; Dong, Huijuan - In: Tourism review 78 (2023) 6, pp. 1414-1432
Persistent link: https://www.econbiz.de/10014511717
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Relationship determinants of performance in service triads : a configurational approach
Karatzas, Antonios; Johnson, Mark; Bastl, Marko - In: The journal of supply chain management : a global … 52 (2016) 3, pp. 28-47
Persistent link: https://www.econbiz.de/10011521491
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Understanding and managing service productivity : a literature review
Dobmeier, Mirjam - In: Journal of business market management : JBM 9 (2016) 1, pp. 518-540
Managers in service industries aim to achieve high efficiency and high quality at the same time to be profitable. This dual emphasis might lead to a trade-off as a focus on efficiency often results in decreasing service quality and vice versa. Even as this trade-off is generally acknowledged,...
Persistent link: https://www.econbiz.de/10011525909
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Employee service performance and collective turnover : examining the influence of initiating structure leadership, service climate and meaningfulness
Walumbwa, Fred O.; Hsu, I-Chieh; Wu, Cindy; Misati, Everlyne - In: Human relations : towards the integration of the social … 72 (2019) 7, pp. 1131-1153
Persistent link: https://www.econbiz.de/10012041852