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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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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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Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang; Zhang, Xufan; Ye, Jing; Zhou, Lulu; Zhang, … - In: Journal of service theory and practice 33 (2023) 6, pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
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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
Persistent link: https://www.econbiz.de/10014229750
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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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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
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Customer prioritization, product complexity and business ties : implications for job stress and customer service performance
Yeniaras, Volkan; Kaya, Ilker - In: The journal of business & industrial marketing 37 (2022) 2, pp. 417-432
Persistent link: https://www.econbiz.de/10012798432
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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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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
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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