Employees' proactive customer service performance in hospitality : impacts of customer mistreatment and team performance pressure
Jing Jiang, Yuan Yuan, Yanan Dong and Huijuan Dong
| Year of publication: |
2023
|
|---|---|
| Authors: | Jiang, Jing ; Yuan, Yuan ; Dong, Yanan ; Dong, Huijuan |
| Published in: |
Tourism review. - Bingley : Emerald, ISSN 1759-8451, ZDB-ID 2412174-5. - Vol. 78.2023, 6, p. 1414-1432
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| Subject: | Customer mistreatment | Employees' emotional exhaustion | Leaders’ positive affective presence | Proactive customer service performance | Team performance pressure | Kundenservice | Customer service | Arbeitsgruppe | Team | Emotion | Dienstleistungsqualität | Service quality | Arbeitsleistung | Job performance | Krankenhaus | Hospital | Verkaufspersonal | Salespeople | Stress | Work stress | Kundenzufriedenheit | Customer satisfaction | Performance-Messung | Performance measurement | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/TR-05-2022-0261 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014511717