The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Year of publication: |
2010
|
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Authors: | Van Jaarsveld, Danielle ; Walker, David D. ; Skarlicki, Daniel P. |
Published in: |
Journal of management : JOM. - Thousand Oaks, Calif. : Sage Publ., ISSN 0149-2063, ZDB-ID 83220-0. - Vol. 36.2010, 6, p. 1486-1504
|
Subject: | Kundenservice | Customer service | Stress | Work stress | Emotion | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
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