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The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise
Rod, Michel; Ashill, Nicholas J.; Carruthers, Janet - In: Journal of retailing and consumer services 15 (2008) 1, pp. 22-31
Persistent link: https://www.econbiz.de/10003597019
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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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The impact of call centre stressors on inbound and outbound call-centre agent burnout
Rod, Michel; Ashill, Nicholas J. - In: Managing service quality : MSQ ; an international journal 23 (2013) 3, pp. 245-264
Persistent link: https://www.econbiz.de/10009759412
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Coping with stress : a study of retail banking service workers in Russia
Ashill, Nicholas J.; Rod, Michel; Gibbs, Tanya - In: Journal of retailing and consumer services 23 (2015), pp. 58-69
Persistent link: https://www.econbiz.de/10010503932
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A study of service worker burnout in Russia
Rod, Michel; Ashill, Nicholas J.; Gibbs, Tanya - In: Boundary spanning elements and the marketing function …, (pp. 33-47). 2015
Persistent link: https://www.econbiz.de/10010506736