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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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The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention
Han, Su-Jin; Bonn, Mark Andrew; Cho, Meehee - In: International journal of hospitality management 52 (2016), pp. 97-106
Persistent link: https://www.econbiz.de/10011442825
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The effect of workplace incivility on service employee creativity : the mediating role of emotional exhaustion and intrinsic motivation
Hur, Won-Moo; Moon, Taewon; Jun, Jea-Kyoon - In: The journal of services marketing 30 (2016) 3, pp. 302-315
Persistent link: https://www.econbiz.de/10011524400
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Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker; Abu Khait, Rawan; Faridahwati Mohd … - In: Total quality management & business excellence 33 (2022) 3, pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
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Rude customers and service performance : roles of motivation and personality
Yoon, David J. - In: The service industries journal 42 (2022) 1/2, pp. 81-106
Persistent link: https://www.econbiz.de/10013167406
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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The impact of customer incivility on employees’ family undermining : a conservation of resources perspective
Zhu, Hong; Lyu, Yijing; Ye, Yijiao - In: Asia Pacific journal of management 38 (2021) 3, pp. 1061-1083
Persistent link: https://www.econbiz.de/10012614511
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Customer incivility and employee work engagement in the hospitality industry : roles of supervisor positive gossip and workplace friendship prevalence
Ugwu, Fabian Onyekachi; Onyishi, Ernest Ike; Anozie, … - In: Journal of hospitality and tourism insights 5 (2022) 3, pp. 515-534
Persistent link: https://www.econbiz.de/10013272796
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The straw that breaks the camel's back : service provider vulnerability to customer incivility
Loh, Jennifer; Khan, Md Irfanuzzaman; Johns, Raechel - In: Journal of service theory and practice 32 (2022) 4, pp. 545-564
Persistent link: https://www.econbiz.de/10013273063
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Impacts of customer incivility and abusive supervision on employee performance : a comparative study of the pre- and post-COVID-19 periods
Shin, Yuhyung; Hur, Won-Moo; Hwang, Hansol - In: Service business 16 (2022) 2, pp. 309-330
Persistent link: https://www.econbiz.de/10013273619