Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Fu Yang, Mengqian Lu, Xiaoyu Huang
| Year of publication: |
2020
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|---|---|
| Authors: | Yang, Fu ; Lu, Mengqian ; Huang, Xiaoyu |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 91.2020, p. 1-9
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| Subject: | Customer mistreatment | Well-being | Psychological detachment | Recovery self-efficacy | Trait resilience | Arbeitszufriedenheit | Job satisfaction | Kundenzufriedenheit | Customer satisfaction | Hotellerie | Hotel industry | Gastronomie | Restaurant industry | Coping-Strategie | Coping strategy | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Stress | Work stress | Persönlichkeitspsychologie | Personality psychology | Emotion | Dienstleistungsqualität | Service quality | Tourismusberufe | Tourism employees |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2020.102665 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012389407