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Why customer mistreatment undermines hospitality employees' performance : the moderating role of job crafting
Lu, Wenzhu; Wu, Haibo; Liu, Shanshi; Guo, Zisheng; He, … - In: International journal of contemporary hospitality management 34 (2022) 10, pp. 3588-3606
Persistent link: https://www.econbiz.de/10013412927
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How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting : an experience sampling study
Lan, Junbang; Gong, Yuanyuan; Liu, Tao; Wong, Man-Nok; … - In: International journal of contemporary hospitality management 34 (2022) 11, pp. 4007-4028
Persistent link: https://www.econbiz.de/10013413287
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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
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Linking customer mistreatment to employees' helping behaviour : a self-efficacy perspective of autonomous and dependent helping
Wu, Haibo; Chen, Mengsang; Wang, Xiaohui - In: International journal of contemporary hospitality management 35 (2023) 10, pp. 3681-3702
Persistent link: https://www.econbiz.de/10014334343
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Customer injustice and service employees' customer-oriented citizenship behavior : a social exchange perspective
Lavelle, James J.; Rupp, Deborah E.; Herda, David N.; … - In: Journal of organizational behavior : OB ; the … 44 (2023) 3, pp. 421-440
Persistent link: https://www.econbiz.de/10014280134
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"Render Good for Evil" or "Take an Eye for an Eye"? : The double-edged sword of customer mistreatment
Lu, Wenzhu; Wu, Haibo; Liu, Shanshi; Sun, Bo - In: Journal of business and psychology 38 (2023) 4, pp. 941-953
Persistent link: https://www.econbiz.de/10014339241
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Frontline service employee research : integration of systematic literature reviews and recommendations for future scholarship
Subramony, Mahesh; Van Jaarsveld, Danielle; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 829-842
Persistent link: https://www.econbiz.de/10014456473
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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
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A dual-pathway model for examining the effects of customer mistreatment on an employee's customer-directed counterproductive work behavior : can job autonomy make a difference?
Lu, Wenzhu; Sun, Bo; Yu, Shengxian; Liu, Shanshi - In: Career development international 28 (2023) 1, pp. 73-91
Persistent link: https://www.econbiz.de/10013554895
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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