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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

Does customer mistreatment hinder employees from going the extra mile? : the mixed blessing of being conscientious

Wang, Haibo; Zhu, Ying; Liang, Yongyi; Xie, Jun - In: International journal of hospitality management 102 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013185278

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

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

A systematic review and bibliometric analysis of the dark side of customer behavior : an integrative customer incivility framework

Lages, Cristiana R.; Perez-Vega, Rodrigo; … - In: Journal of business research : JBR 161 (2023), pp. 1-16

Persistent link: https://www.econbiz.de/10014288831

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

Who will pay for customers' fault? : workplace cheating behavior, interpersonal conflict and traditionality

Men, Chenghao; Huo, Weiwei; Wang, Jing - In: Personnel review 51 (2022) 6, pp. 1672-1689

Persistent link: https://www.econbiz.de/10013350925

How are career adaptable and customer oriented employees treated? : examining career-situated factors that reduce customer mistreatment

Amarnani, Rajiv K.; Howard, Emika C.; Restubog, Simon … - In: Journal of vocational behavior 136 (2022), pp. 1-15

Persistent link: https://www.econbiz.de/10013365434

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

Customer mistreatment of local restaurants in the context of gastronomy tourism

Baydeniz, Erdem - In: Istanbul business research 52 (2023) 3, pp. 593-623

This study aims to determine the mediating role of surface acting and deep acting in the effect of emotional exhaustion through customer mistreatment cognitive rumination. The research universe consists of local restaurants within the scope of gastronomy tourism employees in Afyonkarahisar. A...

Persistent link: https://www.econbiz.de/10014518360