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Customer mistreatment and service performance : a self-consistency perspective
Park, Jeongdoo; Kim, Hyun Jeong - In: International journal of hospitality management 86 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241518
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Linking employees' challenge-hindrance appraisals toward AI to service performance : the influences of job crafting, job insecurity and AI knowledge
He, Changqing; Teng, Rongrong; Song, Jun - In: International journal of contemporary hospitality management 36 (2023) 3, pp. 975-994
Persistent link: https://www.econbiz.de/10014483801
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The effect of promotion regulatory focus on service performance
Yan, Jiaqi; Ali, Muhammad; Khan, Mubbsher Munawar; … - In: The service industries journal 44 (2024) 1/2, pp. 45-62
Persistent link: https://www.econbiz.de/10014450277
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How and when does job crafting contribute to franchised restaurant managers' service performance? : the moderation of headquarter control systems
Hur, Won-Moo; Shin, Yuhyung; Hwang, Hansol - In: Journal of service theory and practice 32 (2022) 3, pp. 378-399
Persistent link: https://www.econbiz.de/10013273024
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Nurturing mutual gains in the public sector : the roles of socially responsible human resource practices, employee use of normative public values, and job crafting
Luu Trong Tuan; Vu Thanh Ngan; Rowley, Chris; Thi … - In: Public management review 24 (2022) 7, pp. 1124-1154
Persistent link: https://www.econbiz.de/10013355278
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Attributions of blame for customer mistreatment : implications for employees' service performance and customers' negative word of mouth
Garcia, Patrick Raymund James M.; Restubog, Simon Lloyd D. - In: Journal of vocational behavior 110 (2019) 1, pp. 203-213
Persistent link: https://www.econbiz.de/10012059952
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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
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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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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