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Customer aggression and organizational turnover among service employees

Kashif, Muhammad; Zarkada, Anna; Thurasamy, Ramayah - In: Personnel Review 46 (2017) 8, pp. 1672-1688

global fast food chain outlets located in the city of Lahore, Pakistan. The data were analyzed using structural equation …

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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

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The role of organizational justice and stress in predicting job burnout

Dishon-Berkovits, Miriam - In: Journal of career development 45 (2018) 5, pp. 411-424

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Customer aggression, emotional dissonance and employees' well-being

Goussinsky, Ruhama - In: International journal of quality and service sciences 3 (2011) 3, pp. 248-266

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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

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

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Linking customer verbal aggression and service sabotage

Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896

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Ethical leadership and emotional exhaustion : the impact of moral intensity and affective commitment

Santiago-Torner, Carlos; González-Carrasco, Mònica; … - In: Administrative Sciences : open access journal 14 (2024) 9, pp. 1-17

significant emotional ambiguity in followers. This context intensifies role stress and increases the likelihood of emotional …

Persistent link: https://www.econbiz.de/10015072320

Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

Cho, Meehee; Bonn, Mark Andrew; Han, Su-Jin; Lee, Kyung Hee - In: International journal of contemporary hospitality management 28 (2016) 12, pp. 2888-2912

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How uncivil customers corrode the relationship between frontline employees and retailers

Gaucher, Benoît; Chebat, Jean-Charles - In: Journal of retailing and consumer services 46 (2019), pp. 1-10

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