Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience
Mohd Ahmad Al-Hawari, Shaker Bani-Melhem, Samina Quratulain
| Year of publication: |
2020
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|---|---|
| Authors: | Al-Hawari, Mohd Ahmad ; Bani-Melhem, Shaker ; Quratulain, Samina |
| Published in: |
Journal of business and psychology. - New York, NY : Springer, ISSN 1573-353X, ZDB-ID 2016738-6. - Vol. 35.2020, 2, p. 223-240
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| Subject: | Abusive supervision | Customer incivility | Emotional exhaustion | Resilience | Service performance | Capacity to satisfy customers | Coping-Strategie | Coping strategy | Arbeitsverhalten | Work behaviour | Emotion | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople | Stress | Work stress | Kundenservice | Customer service | Arbeitszufriedenheit | Job satisfaction | Personalkontrolle | Employee monitoring | Arbeitskräfte | Workforce |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s10869-019-09621-2 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012226862