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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon; Baker, Melissa A. - In: Journal of business research : JBR 121 (2020), pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
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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 role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
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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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Does customer incivility undermine employees' service performance?
Cheng, Bao; Dong, Yun; Zhou, Xing; Guo, Gongxing; Peng, Yan - In: International journal of hospitality management 89 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801