Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Shaker Bani-Melhem, Rawan Mazen Abukhait, Faridahwati Mohd. Shamsudin and Martin West
| Year of publication: |
2022
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|---|---|
| Authors: | Bani-Melhem, Shaker ; Abu Khait, Rawan ; Shamsudin, Faridahwati Mohd ; West, Martin |
| Published in: |
Total quality management & business excellence. - Abingdon : Routledge, Taylor & Francis Group, ISSN 1478-3371, ZDB-ID 2129076-3. - Vol. 33.2022, 3, p. 278-296
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| Subject: | burnout | customer incivility | customer problem-solving behaviour | employee resilience | supervisor justice | United Arab Emirates (UAE) hospitality sector | Vereinigte Arabische Emirate | United Arab Emirates | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Verkaufspersonal | Salespeople | Coping-Strategie | Coping strategy | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2020.1842187 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013166863