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The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior : a moderated mediation model

Orlowski, Marissa; Bufquin, Diego; Nalley, Michael E. - In: The Cornell hospitality quarterly 62 (2021) 2, pp. 261-275

Persistent link: https://www.econbiz.de/10012520151

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

The role of customer perceived ethicality in explaining the impact of incivility among employees on customer unethical behavior and customer citizenship behavior

Huang, Yu-Shan; Wei, Shuqin; Ang, Tyson - In: Journal of business ethics : JBE 178 (2022) 2, pp. 519-535

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus-organism-response paradigm, this study examines how witnessing incivility among employees can serve as a...

Persistent link: https://www.econbiz.de/10013270022

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

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

Customer responses to employee deviance : a conservation of resources perspective

Boukis, Achilleas; Yalkin, Cagri - In: Journal of customer behaviour 18 (2019) 3, pp. 191-214

Persistent link: https://www.econbiz.de/10012257477

Restaurant employee service sabotage and customer deviant behaviors : the moderating role of corporate reputation

Hu, Hsin-Hui Hu; Lai, Hung-Sheng; King, Brian - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 7, pp. 1126-1152

Persistent link: https://www.econbiz.de/10012259629

Driving in-role and extra-role brand performance among retail frontline salespeople : antecedents and the moderating role of customer orientation

Hughes, Douglas E.; Richards, Keith A.; Calantone, Roger J. - In: Journal of retailing 95 (2019) 2, pp. 130-143

Persistent link: https://www.econbiz.de/10012102968

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

Assessing customer citizenship behaviors in the airline industry : investigation of service quality and value

Woo, Mina - In: Journal of air transport management 76 (2019), pp. 40-47

Persistent link: https://www.econbiz.de/10012119109