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Emotional dissonance and customer service : an exploratory study
Julian, Craig C. - In: Services marketing quarterly 29 (2007/08) 3, pp. 1-23
Persistent link: https://www.econbiz.de/10003756449
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Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?
Karatepe, Osman M. - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 4-26
Persistent link: https://www.econbiz.de/10010516553
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Impact of emotional intelligence and emotional labor on organizational outcomes in service organizations : a conceptual model
Rathi, Neerpal - In: South Asian journal of management : SAJM 21 (2014) 4, pp. 54-71
Persistent link: https://www.econbiz.de/10010519710
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Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon; Arnold, Todd J. - In: Journal of service research : JSR 19 (2016) 1, pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
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Alleviating the burden of emotional labor : the role of social sharing
McCance, A. Silke; Nye, Christopher D.; Wang, Lu; … - In: Journal of management : JOM 39 (2013) 2, pp. 392-415
Persistent link: https://www.econbiz.de/10009746962
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The effects of emotional labor on frontline employee creativity
Geng, Zizhen; Liu, Chao; Liu, Xinmei; Feng, Jie - In: International journal of contemporary hospitality management 26 (2014) 7, pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
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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 potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to...
Persistent link: https://www.econbiz.de/10012627543
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Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters
Griessmair, Michele; Han, Spring H.; Masuda, Hisashi - In: The Cornell hospitality quarterly 63 (2022) 2, pp. 267-288
Persistent link: https://www.econbiz.de/10013256798
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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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The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo; Geng, Ruoqi; Hong, Zhisheng; Song, Wenhao; … - In: International journal of hospitality management 88 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293865