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Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol; Hur, Won-Moo; Shin, Yuhyung; Kim, Young-Jin - In: The journal of services marketing 36 (2022) 4, pp. 612-625
Persistent link: https://www.econbiz.de/10013407575
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The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior : a moderated mediation model
Orlowski, Marissa; Bufquin, Diego; Nalley, Michael E. - In: The Cornell hospitality quarterly 62 (2021) 2, pp. 261-275
Persistent link: https://www.econbiz.de/10012520151
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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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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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Returning good for evil : a study of customer incivility and extra-role customer service
Zhu, Julie N. Y.; Lam, Long W.; Lai, Jennifer Y. M. - In: International journal of hospitality management 81 (2019), pp. 65-72
Persistent link: https://www.econbiz.de/10012128321
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The art of juggling : effects of employee's polychronic orientation on service recovery performance and extra-role customer service
Jabbar, Asra; Danish, Rizwan Qaisar - In: Journal of Asia Pacific business 24 (2023) 2, pp. 102-120
Persistent link: https://www.econbiz.de/10014320471
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Understanding the relationship between frontline employee boreout and customer orientation
Stock-Homburg, Ruth - In: Journal of business research : JBR 69 (2016) 10, pp. 4259-4268
Persistent link: https://www.econbiz.de/10011554145
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Can engaged and positive employees delight customers?
Shaheen, Musarrat; Zeba, Farrah; Mohanty, Pankaj Kumar - In: Advances in developing human resources : ADHR 20 (2018) 1, pp. 103-122
Persistent link: https://www.econbiz.de/10011866011
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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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Predicting proactive service performance : the role of employee engagement and positive emotional labor among frontline hospitality employees
Muhammad Zia Aslam; Mohammad Nazri Mohd Nor; Safiah Omar; … - In: Cogent business & management 7 (2020) 1, pp. 1-19
While previous research has improved our knowledge of how leadership influences employee behavior, the role of … Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement … understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those …
Persistent link: https://www.econbiz.de/10012627543