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A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng; Zettna, Nate; Cheng, Shuoxin; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
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Feeling bad and doing good : the effect of customer mistreatment on service employee's daily display of helping behaviors
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Personnel psychology : a journal of applied research 70 (2017) 4, pp. 769-808
Persistent link: https://www.econbiz.de/10011781540
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It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
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Relationships between emotional labor, job performance, and turnover
Goodwin, Robyn E.; Groth, Markus; Frenkel, Stephen - In: Journal of vocational behavior 79 (2011) 2, pp. 538-548
Persistent link: https://www.econbiz.de/10009304132
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The social organization of strikes
Batstone, Eric; Boraston, Ian; Frenkel, Stephen - 1978
Persistent link: https://www.econbiz.de/10000064926
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Lagged effect of daily surface acting on subsequent day's fatigue
Zhang, Yucheng; Zhang, Long; Lei, Hui; Yue, Yumeng; … - In: The service industries journal 36 (2016) 15/16, pp. 809-826
Persistent link: https://www.econbiz.de/10011672442
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Abusive supervision : a content analysis of theory and methodology
Zhang, Yucheng; Hou, Zhongwei; Zhou, Xingxing; Yue, Yumeng - In: Chinese management studies 16 (2022) 3, pp. 509-550
Persistent link: https://www.econbiz.de/10013347121
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Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays
Wang, Karyn L.; Nguyen, Helena; Johnson, Anya; Groth, Markus - In: Psychology & Marketing 38 (2021) 12, pp. 2191-2208
Persistent link: https://www.econbiz.de/10012633177
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When the going gets tough, the tough keep working : impact of emotional labor on absenteeism
Nguyen, Helena; Groth, Markus; Johnson, Anya - In: Journal of management : JOM 42 (2016) 3, pp. 615-643
Persistent link: https://www.econbiz.de/10011449606
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Workplace Aggression and Organisational Effectiveness : The Mediating Role of Employee Engagement
Johnson, Anya - 2018
We investigate the relationship between the prevalence of workplace aggression and two key outcomes: employee engagement and organisational effectiveness. Drawing on social capital theory, we propose that the level of employee engagement within the organisation helps explain the association...
Persistent link: https://www.econbiz.de/10012909251