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Customer mistreatment and serv...
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date (oldest first)
1
A self-verification perspective on customer mistreatment and customer-directed organizational citizenship behaviors
Amarnani, Rajiv K.
;
Restubog, Simon Lloyd D.
;
Shao, Ruodan
- In:
Journal of organizational behavior : OB ; the …
43
(
2022
)
5
,
pp. 912-931
Persistent link: https://www.econbiz.de/10013279623
Saved in:
2
How do mistreated high-status service providers compensate?
Mattar, Dorine M.
- In:
Global business and organizational excellence : GBOE
41
(
2021
)
1
,
pp. 46-67
Persistent link: https://www.econbiz.de/10013175664
Saved in:
3
Beyond tit-for-tat : theorizing divergent employee reactions to customer mistreatment
Amarnani, Rajiv K.
;
Bordia, Prashant
;
Restubog, Simon …
- In:
Group & organization management : an international journal
44
(
2019
)
4
,
pp. 687-717
Persistent link: https://www.econbiz.de/10012160147
Saved in:
4
Are you too happy to serve others? : when and why positive affect makes customer mistreatment experience feel worse
Lee, Randy
;
Mai, Ke Michael
;
Qiu, Feng
;
Ilies, Remus
; …
- In:
Organizational behavior and human decision processes : …
172
(
2022
),
pp. 1-18
Persistent link: https://www.econbiz.de/10013417365
Saved in:
5
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
6
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
7
A lagged experience sampling methodology study on spillover effects of customer mistreatment
Fu, Yang
;
Zhou, Zihan
;
Huang, Xiaoyu
- In:
Journal of service research
27
(
2024
)
3
,
pp. 450-469
Persistent link: https://www.econbiz.de/10014580532
Saved in:
8
Customer mistreatment and employees' coping strategies : a Meta-SEM analysis
Ma, Yu
;
Liu, Pei
;
An, Xinru
;
Wu, Zhongda
;
Li, Aimei
; …
- In:
Tourism management : research, policies, practice
106
(
2025
),
pp. 1-13
Persistent link: https://www.econbiz.de/10015077961
Saved in:
9
Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas
;
Mathmann, Frank
- In:
Journal of service research
24
(
2021
)
2
,
pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
Saved in:
10
The impacts of national character on critical factors of customer satisfaction and on customers' behavioral intentions in service organizations : a case of tourist hotels in Tanzan...
Komba, Ladis
-
1997
Persistent link: https://www.econbiz.de/10000952592
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