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Doing good at work feels good at home, but not right away : when and why perceived prosocial impact predicts positive affect
Sonnentag, Sabine; Grant, Adam M. - In: Personnel psychology : a journal of applied research 65 (2012) 3, pp. 495-530
Persistent link: https://www.econbiz.de/10009579354
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What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Lin, Jiun-sheng Chris; Lin, Cheng-yu - In: Journal of service management 22 (2011) 2, pp. 183-201
Persistent link: https://www.econbiz.de/10009155029
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Chinese hotel employees in the smiling masks : roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance
Chen, Ziguang; Sun, Hongwei; Lam, Wing; Hu, Qing; Huo, … - In: The international journal of human resource management 23 (2012) 4, pp. 826-845
Persistent link: https://www.econbiz.de/10009503774
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Stigmatized service workers in crisis : mitigating the effects of negative media
Pervan, Simon J.; Bove, Liliana L. - In: Journal of service theory and practice : JSTP 25 (2015) 5, pp. 551-567
Persistent link: https://www.econbiz.de/10011417692
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Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service management 24 (2013) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
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Emotional labour in service work : psychological flexibility and emotion regulation
Biron, Michal; Veldhoven, Marc van - In: Human relations 65 (2012) 10, pp. 1259-1282
Persistent link: https://www.econbiz.de/10009659422
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Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo; Paek, Soyon; Choi, Chang Hwan; Lee, Gyehee - In: Service business 6 (2012) 4, pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
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Development of a framework for services recovery for service industries
Niriender Kumar; Filzah Md Isa; Cheng Wei Hin; Haim … - In: Journal for global business advancement : JGBA 5 (2012) 2, pp. 89-102
Persistent link: https://www.econbiz.de/10009670296
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Investigating the immediate and long-term effects of job stressors on frontline service employees
Whiting, Anita; Donthu, Naveen; Baker, Andrew M. - In: International journal of research in marketing : IJRM ; … 28 (2011) 4, pp. 319-331
Persistent link: https://www.econbiz.de/10009406668
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Boundary spanning and customer service styles in business solutions implementation
Prior, Daniel D. - In: Industrial marketing management : the international … 56 (2016), pp. 120-129
Persistent link: https://www.econbiz.de/10011531243