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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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Paradoxical leadership and hospitality employees' service performance : the role of leader identification and need for cognitive closure
She, Zhuolin; Li, Quan; Yang, Baiyin; Yang, Bin - In: International journal of hospitality management 89 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012293808
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Innovation in the frontline : exploring the relationship between role conflict, ideas for improvement, and employee service performance
Schepers, Jeroen J. L.; Nijssen, E. J.; Heijden, Gielis … - In: International journal of research in marketing : IJRM ; … 33 (2016) 4, pp. 797-817
Persistent link: https://www.econbiz.de/10011634067
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I know how you feel, but it does not always help : integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance
Doucet, Lorna; Shao, Bo; Wang, Lu; Oldham, Greg R. - In: Journal of service management 27 (2016) 3, pp. 320-338
Persistent link: https://www.econbiz.de/10011583535
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Manufacturer-supplier relationships and service performance in service triads
Karatzas, Antonios; Johnson, Mark; Bastl, Marko - In: International journal of operations & production … 37 (2017) 7, pp. 950-969
Persistent link: https://www.econbiz.de/10011702683
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Employee empowerment and its contextual determinants and outcome for service workers : a cross-national study
Kim, Peter Beomcheol; Lee, Gyumin; Jang, Jichul - In: Management decision : MD 55 (2017) 5, pp. 1022-1041
Persistent link: https://www.econbiz.de/10011673057
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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
Persistent link: https://www.econbiz.de/10011611032
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The relationship between newcomers’ emotional labor and service performance : the moderating roles of service training and mentoring functions
Chi, Nai-Wen; Wang, I-An - In: The international journal of human resource management 29 (2018) 19, pp. 2729-2757
Persistent link: https://www.econbiz.de/10012031383
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Employee commitment and service performance
Wulandari, Siti Sri - In: Human systems management : HSM 37 (2018) 4, pp. 381-386
Persistent link: https://www.econbiz.de/10011965155
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The better I feel, the better I can do : the role of leaders’ positive affective presence
Jiang, Jing; Gu, Huimin; Dong, Yanan; Tu, Xingyong - In: International journal of hospitality management 78 (2019), pp. 251-260
Persistent link: https://www.econbiz.de/10012012756