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Workplace gossip and frontline employees' proactive service performance
Tian, Qi-tao; Song, Yang; Kwan, Ho Kwong; Li, Xue - In: The service industries journal 39 (2019) 1, pp. 25-42
Persistent link: https://www.econbiz.de/10012203241
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Good or bad staff? : hotel employees' core self-evaluations impacting service effort and service sabotage considering leader-member exchange moderation
Dai, You-De; Zhuang, Wen-Long; Hsu, Shih-Yun; Huan, … - In: Tourism management perspectives : TMP 32 (2019), pp. 1-9
Persistent link: https://www.econbiz.de/10012128981
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Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik; Park, Jungkun; Hyun, Hyowon - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
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Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa; Gong, Taeshik; Zhang, Ruixue; Zhou, Mingjian - In: Journal of service research : JSR 20 (2017) 3, pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
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Examining the consequences of customer-oriented deviance in retail
Mortimer, Gary; Fazal-e-Hasan, Syed; Strebel, Judi - In: Journal of retailing and consumer services 58 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10012431571
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Kontraproduktives Arbeitsverhalten bei der Erstellung interaktiver Dienstleistungen
Koch, Eva - 2018
Persistent link: https://www.econbiz.de/10011872451
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In pursuit of service encounter quality : will service-oriented high-performance work systems benefit high-contact service industries?
Asante, Daniel; Tang, Chunyong; Kwamega, Michael; … - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366345
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Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.; Lorenz, Melanie P.; Hall, Kristina … - In: Journal of service research 26 (2023) 3, pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
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The black sheep in hospitality organizations : how and when coworker service sabotage hinders employee service creativity
Lyu, Yijing; Zhu, Hong; Huang, Emily Guohua; Chen, Yuanyi - In: International journal of contemporary hospitality management 36 (2024) 1, pp. 312-328
Persistent link: https://www.econbiz.de/10014483427
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Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.; Lindsey-Hall, Kristina K.; Kepes, Sven; … - In: Journal of service management 34 (2023) 5, pp. 843-866
Persistent link: https://www.econbiz.de/10014456476