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Services and employment : explaining the US-European gap (5)
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1
Book / Working Paper 		The polarization of employment in German local labor markets
Year:                     
2012
Person:  Senftleben, Charlotte; Wielandt, Hanna
Publisher:  Berlin : SFB 649, Economic Risk
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2
Book / Working Paper 		Markets and bodies : women, service work, and the making of inequality in China
Year:                     
c 2012
Person:  Otis, Eileen M.
Publisher:  Stanford, Calif. : Stanford Univ. Press
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3
Article 		Relationship between HEXACO personality factors and emotional labour of service providers in tourism industry
Year:                     
2012
Person:  Sohn, Hae-kyung; Lee, Timothy Jeonglyeol
Published in:  Tourism management : research, policies, practice ; 33
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4
Article 		From personal values to creativity : evidence from frontline service employees
Year:                     
2011
Person:  Sousa, Carlos M. P.; Coelho, Filipe
Published in:  European journal of marketing : EJM ; 45
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5
Article 		Service worker behaviours and service setting factes : consumers' perspective
Year:                     
2011
Person:  Paninchukunnath, Ajith; Goyal, Anita
Published in:  Asia Pacific journal of marketing and logistics ; 23
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6
Article 		How leaders motivation transfers to customer service representatives
Year:                     
2011
Affiliated person:  Wieseke, Jan; Kraus, Florian; Alavi, Sascha H.; Kessler-Thönes, Tino
Published in:  Journal of service research : JSR ; 14
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7
Article 		Voluntary tipping and the selective attraction and retention of service workers in the USA : an application of the ASA model
Year:                     
2011
Person:  Lynn, Michael; Kwortnik Jr., Robert J.; Sturman, Michael C.
Published in:  The international journal of human resource management ; 22
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8
Article 		What do tattoo artists know about HRM? : recruitment and selection in the body art sector
Year:                     
2011
Person:  Timming, Andrew R.
Published in:  Employee relations ; 33
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9
Article 		Organizational pride and its positive effects on employee behavior
Year:                     
2011
Person:  Gouthier, Matthias H. J.; Rhein, Miriam
Published in:  Journal of service management ; 22
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10
Article 		Customer aggression, emotional dissonance and employees' well-being
Year:                     
2011
Person:  Goussinsky, Ruhama
Published in:  International journal of quality and service sciences ; 3
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11
Article 		Linking leadership empowerment behaviour to employee attitudes and behavioural intentions : testing the mediating role of psychological empowerment
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12
Article 		Support for the work-life balance in Europe : the impact of state, workplace and family support on work-life balance satisfaction
Year:                     
2011
Person:  Abendroth, Anja-Kristin; Dulk, Laura den
Published in:  Work, employment & society : a journal of the British Sociological Association ; 25
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13
Article 		Business professionalism in mainland China : wading in shallow waters
Year:                     
2011
Person:  Pearson, Margaret M.
Published in:  Prospects for the professions in China
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14
Article 		Engineers and the state in modern China
Year:                     
2011
Person:  Kirby, William C.
Published in:  Prospects for the professions in China
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15
Article 		Advisors to rulers : serving the state and the way
Year:                     
2011
Person:  Winston, Kenneth
Published in:  Prospects for the professions in China
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16
Article 		Reputational intermediary, public watchdog, or "off-state payroll economic policeman" : comparing the role of Chinese public accountants
Year:                     
2011
Person:  Jiang, Zhaodong
Published in:  Prospects for the professions in China
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17
Article 		What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Year:                     
2011
Person:  Lin, Jiun-sheng Chris; Lin, Cheng-yu
Published in:  Journal of service management ; 22
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18
Article 		The contribution of personality to graduate managerial training
Year:                     
2011
Person:  Ineson, Elizabeth M.
Published in:  International journal of hospitality management ; 30
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19
Article 		Employee empowerment, job satisfaction and organizational commitment : an in-depth empirical investigation
Year:                     
2011
Person:  Humborstad, Sut I Wong; Perry, Chad
Published in:  Chinese management studies : CMS ; 5
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20
Article 		Das Dienstleistungsgeschehen als Zusammenspiel von Unternehmen, Kunden und Fachkräften : Qualität durch Kooperation
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21
Book / Working Paper 		Im Schatten des Marktes : Arbeit und Arbeitsbeziehungen in Callcentern
Year:                     
2011
Person:  Holst, Hajo
Publisher:  Frankfurt am Main [u.a.] : Campus-Verl.
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22
Article 		Service work and service workers : exploring the dynamics of front-line service encounters
Year:                     
2011
Person:  Ogbonna, Emmanuel
Published in:  Reassessing the employment relationship
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23
Book / Working Paper 		Making care count : a century of gender, race, and paid care work
Year:                     
c 2011
Person:  Duffy, Mignon
Publisher:  New Brunswick, NJ [u.a.] : Rutgers Univ. Press
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24
Book / Working Paper 		Prospects for the professions in China
Year:                     
2011
Publisher:  Abingdon, Oxon [u.a.] : Routledge
Affiliated person:  Alford, William P.; Winston, Kenneth I.; Kirby, William C.
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25
Book / Working Paper 		Arbeiten im Callcenter : Service um jeden Preis ; Erfahrungsberichte und Organisationsmöglichkeiten
Year:                     
2010
Publisher:  Wien : ÖGB Verl.
Affiliated person:  Stern, Sandra
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26
Article 		Service offshoring and white-collar employment
Year:                     
2010
Person:  Crinò, Rosario
Published in:  The review of economic studies ; 77
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27
Article 		The happy versus unhappy service worker in the service encounter : assessing the impact on customer satisfaction
Year:                     
2010
Person:  Söderlund, Magnus; Rosengren, Sara
Published in:  Journal of retailing and consumer services ; 17
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28
Article 		Job characteristics and the creativity of frontline service employees
Year:                     
2010
Person:  Coelho, Filipe; Augusto, Mário
Published in:  Journal of service research : JSR ; 13
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29
Article 		Migration and remittances
Year:                     
2010
Person:  Mohapatra, Sanket; Özden, Çağlar
Published in:  The service revolution in South Asia
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30
Article 		Internal marketing : service quality in leisure services
Year:                     
2010
Person:  Yang, Hua; Coates, Nigel
Published in:  Marketing intelligence & planning ; 28
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31
Book / Working Paper 		Entwicklung und Evaluation eines Trainingsprogramms zur Schulung kundenorientierten Verhaltens : eine Interventionsstudie am Beispiel von Dienstleistungen mit geringem Komplexitätsgrad im Einzelhandel
Year:                     
2010
Person:  Neumann, Christina
Publisher:  München [u.a.] : Hampp
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32
Article 		Characteristics of successful direct support professionals : an examination of personality and cognitive ability requirements
Year:                     
2010
Person:  Robson, Sean M.; Abraham, Joseph D.; Weiner, John
Published in:  International journal of selection and assessment ; 18
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33
Article 		Expressions of anger in Israeli workplaces : the special place of customer interactions
Year:                     
2010
Person:  Ravid, Shy; Rafaeli, Anat; Grandey, Alicia
Published in:  Human resource management review ; 20
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34
Article 		An indivisible union? : assessing the marriage of Hochschild's emotional labour concept and labour process theory
Year:                     
2010
Person:  Brook, Paul
Published in:  International journal of management concepts and philosophy : IJMCP ; 4
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35
Article 		Wertschätzung und Stolz in Dienstleistungsberufen
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36
Article 		An examination of whether and how racial and gender biases influence customer satisfaction
Year:                     
2010
Affiliated person:  Hekman, David R.; Aquino, Karl; Owens, Bradley P.; Mitchell, Terence R.; Schilpzand, Pauline
Published in:  Academy of Management journal : AMJ ; 53
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37
Article 		Hiding customer complaints : studying the motivations and forms of service employees' complaint concealment behaviours
Year:                     
2010
Person:  Harris, Lloyd C.; Ogbonna, Emmanuel
Published in:  British journal of management : BJM ; 21
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38
Article 		Consumer perceptions of visible tattoos on service personnel
Year:                     
2010
Person:  Dean, Dwane H.
Published in:  Managing service quality : MSQ ; an international journal ; 20
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39
Book / Working Paper 		Service work : critical perspectives
Year:                     
2009
Publisher:  New York, NY [u.a.] : Routledge
Affiliated person:  Korczynski, Marek
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40
Article 		Management control and business and professional services expertise : "walking" reputational capital, golden handcuffs, client intimacy and zipper relationships
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41
Article 		Quality of work life as a mediator between emotional labor and work family interference
Year:                     
2009
Person:  Cheung, Francis Yue-Lok; Tang, Catherine So-Kum
Published in:  Journal of business and psychology ; 24
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42
Article 		Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction
Year:                     
2009
Person:  Söderlund, Magnus; Julander, Claes-Robert
Published in:  Journal of retailing and consumer services ; 16
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43
Article 		Service worker customer orientation, organisation/job fit and perceived organisational support
Year:                     
2009
Person:  Farrell, Mark Anthony; Oczkowski, Edward A.
Published in:  Journal of strategic marketing ; 17
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44
Article 		Are we there yet? : co-producing success and failure in a "consumer-intensive" service context
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45
Article 		Servizi, ICT ed economia digitale : un nuovo soggetto collettivo?
Year:                     
2009
Person:  Fontana, Renato
Published in:  Economia dei servizi : mercati, istituzioni, management ; 4
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46
Article 		In critical defence of "emotional labour" : refuting Bolton's critique of Hochschild's concept
Year:                     
2009
Person:  Brook, Paul
Published in:  Work, employment & society : a journal of the British Sociological Association ; 23
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47
Article 		Service worker role in encouraging customer organizational citizenship behaviors
Year:                     
2009
Affiliated person:  Bove, Liliana L.; Pervan, Simon J.; Beatty, Sharon E.; Shiu, Edward
Published in:  Journal of business research : JBR ; 62
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48
Article 		The job center : abuse, violence, and fear on the front line ; implications of the rise of the enchanting myth of customer sovereignty
Year:                     
2008
Person:  Korczynski, Marek; Bishop, Victoria
Published in:  The emotional organization : passions and power
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49
Article 		The call center : enactments of class and nationality in transnational call centers
Year:                     
2008
Person:  Mirchandani, Kiran
Published in:  The emotional organization : passions and power
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50
Article 		Internationalization and the spaces of temporary labour : the global assembly of a local workforce
Year:                     
2008
Person:  McDowell, Linda; Batnitzky, Adina; Dyer, Sarah
Published in:  BJIR : an international journal of employment relations ; 46
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