Frontline employee anger in response to customer incivility : antecedents and consequences
Year of publication: |
2021
|
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Authors: | Li, Shanshi ; Zhan, Jueying ; Cheng, Bao ; Scott, Noel |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 96.2021, p. 1-12
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Subject: | Anger | Cognitive appraisal theory | Customer incivility | Frontline employee | Hotel | Retaliation intention | Emotion | Arbeitsverhalten | Work behaviour | Hotellerie | Hotel industry | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Verkaufspersonal | Salespeople | Konsumentenverhalten | Consumer behaviour | Kognition | Cognition | Tourismusberufe | Tourism employees | Kundenzufriedenheit | Customer satisfaction |
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