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The Consequence of Customer Verbal Aggression: The Moderating Roles of Person-Organization Fit

Yeh, Ching-Wen - In: International Journal of Customer Relationship … 7 (2016) 3, pp. 18-33

This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and...

Persistent link: https://www.econbiz.de/10012043751

The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions

Phillips, Brendan; Tan, Thomas Tsu-Wee; Julian, Craig C - 2006

performance and job satisfaction amongst high contact service workers.Design/methodology/approach: A literature review is used to … satisfaction and performance.Research limitations/implications: The study should be extended beyond the conceptual stage by the … its contribution to employees' job satisfaction and performance.Originality/value: This paper fills a gap in knowledge on …

Persistent link: https://www.econbiz.de/10009475225

Emotional dissonance, job stress, and intrinsic motivation of married women working in call centers: The roles of work overload and work-family conflict

Jeon, Moo-Kyeong; Yoon, Hyun Joong; Yang, Yuha - In: Administrative Sciences 12 (2022) 1, pp. 1-19

This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work-family-related...

Persistent link: https://www.econbiz.de/10014332977

Linking customer verbal aggression and service sabotage

Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896

Persistent link: https://www.econbiz.de/10011392456

Understanding hotel employees' service sabotage : emotional labor perspective based on conservation of resources theory

Lee, JungHoon; Ok, Chihyung Michael - In: International journal of hospitality management 36 (2014), pp. 176-187

Persistent link: https://www.econbiz.de/10010239296

Antecedents and consequences of employees' job stress in a foodservice industry : focused on emotional labor and turnover intent

Jung, Hyo Sun; Yoon, Hye Hyun - In: International journal of hospitality management 38 (2014), pp. 84-88

Persistent link: https://www.econbiz.de/10010364571

The effect of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes : a study of ground staff in the airline industry

Karatepe, Osman M.; Choubtarash, Homa - In: Journal of air transport management 40 (2014), pp. 182-191

Persistent link: https://www.econbiz.de/10010411952

Introduction: The bright and dark sides of emotional labor

Spector, Paul E. - In: Journal of organizational behavior : OB ; the internat. … 36 (2015) 6, pp. 747-748

Persistent link: https://www.econbiz.de/10011448355

Emotional labor threatens decent work : a proposal to eradicate emotional display rules

Grandey, Alicia; Rupp, Deborah E.; Brice, William N. - In: Journal of organizational behavior : OB ; the internat. … 36 (2015) 6, pp. 770-785

Persistent link: https://www.econbiz.de/10011448367

Minimizing the cost of emotional dissonance at work : a multi-sample analysis

Mishra, Sushanta Kumar; Kumar, Kunal Kamal - In: Management decision : MD 54 (2016) 4, pp. 778-795

Persistent link: https://www.econbiz.de/10011481015