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How can customers cope with cognitive demands of professional services? : the role of employee coping support

Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & marketing 40 (2023) 5, pp. 867-887

Persistent link: https://www.econbiz.de/10014290866

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

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Chapter 6 Customer Service Stress: A Meta-Analysis of Customer Mistreatment

Arvan, Maryana L.; Dreibelbis, Rachel C.; Spector, Paul E. - 2019

This chapter summarizes a meta-analysis of 72 studies ( N = 20,701) that link customer mistreatment (abusive, nasty, and rude behavior of customers toward employees) to psychological, attitudinal, and behavioral strains. Results showed that customer mistreatment related significantly to a...

Persistent link: https://www.econbiz.de/10015090748

Right about student rights?

Chan, Auston - In: International journal of business and economics 16 (2017) 3, pp. 307-312

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Ethical leadership and emotional exhaustion : the impact of moral intensity and affective commitment

Santiago-Torner, Carlos; González-Carrasco, Mònica; … - In: Administrative Sciences : open access journal 14 (2024) 9, pp. 1-17

significant emotional ambiguity in followers. This context intensifies role stress and increases the likelihood of emotional …

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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja - 2022

Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...

Persistent link: https://www.econbiz.de/10013270870

Impact of customer experience on loyalty : a multichannel examination

Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340

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Spatially dispersed employee recovery : an airline case study

Hvass, Kristian A.; Torfadóttir, Embla - In: Journal of air transport management 34 (2014), pp. 65-69

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Employees as active consumers of HRM : linking employees' HRM competences with their perceptions of HRM service value

Meijerink, Jeroen G.; Bondarouk, Tanya; Lepak, David P. - In: Human resource management 55 (2016) 2, pp. 219-240

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Empowering service employees

Bowen, David E.; Lawler, Edward E. - In: Operations management : a strategic approach, (pp. 259-272). 2005

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