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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
Persistent link: https://www.econbiz.de/10011400716
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Psychological contract breach, organizational justice and emotional well-being
Cassar, Vincent; Buttigieg, Sandra C. - In: Personnel review : a professional journal reporting new … 44 (2015) 2, pp. 217-235
Persistent link: https://www.econbiz.de/10010517678
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Employees' perceived use of leader power and implications for affect and work intentions
Zigarmi, Drea; Roberts, Taylor Peyton; Randolph, W. Alan - In: Human resource development quarterly 26 (2015) 4, pp. 359-384
Persistent link: https://www.econbiz.de/10011421051
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Can personality traits and daily positive mood buffer the harmful effects of daily negative mood on task performance and service sabotage? : a self-control perspective
Chi, Nai-Wen; Chang, Huo-Tsan; Huang, Hsien-Lier - In: Organizational behavior and human decision processes : … 131 (2015), pp. 1-15
Persistent link: https://www.econbiz.de/10011422317
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The limits of empathy
Waytz, Adam - In: Harvard business review : HBR 94 (2016) 1/2, pp. 68-73
Persistent link: https://www.econbiz.de/10011428865
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Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon; Arnold, Todd J. - In: Journal of service research : JSR 19 (2016) 1, pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
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How leaders' emotional displays shape followers' organizational citizenship behavior
Koning, Lukas F.; Kleef, Gerben A. van - In: The leadership quarterly : LQ ; an international … 26 (2015) 4, pp. 489-501
Persistent link: https://www.econbiz.de/10011376965
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Customer aggression, felt anger and emotional deviance : the moderating role of job autonomy
Goussinsky, Ruhama - In: International journal of quality and service sciences 7 (2015) 1, pp. 50-71
Persistent link: https://www.econbiz.de/10011300152
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Examining the frustration-aggression model among Tunisian blue-collar workers
Sassi, Narjes; El Akremi, Assâad; Vandenberghe, Christian - In: Journal of managerial psychology 30 (2015) 3, pp. 336-353
Persistent link: https://www.econbiz.de/10011305133
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Personality and organizational citizenship behavior in Indonesia : the mediating effect of affective commitment
Purba, Debora E.; Oostrom, Janneke K.; Molen, Henk T. … - In: Asian business & management 14 (2015) 2, pp. 147-170
Persistent link: https://www.econbiz.de/10011308628