Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Chang Hwan Choi; Taegoo Kim Terry; Gyehee Lee; Seung Kon Lee
| Year of publication: |
2014
|
|---|---|
| Authors: | Choi, Chang Hwan ; Kim, Taegoo ; Lee, Gyehee ; Lee, Seung-kon |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 36.2014, p. 272-285
|
| Subject: | Customer-related social stressors | Emotional exhaustion | Customer orientation | Service recovery performance | Stressor-strain-outcome framework | Conservation of resources theory | Beziehungsmarketing | Relationship marketing | Stress | Work stress | Dienstleistungsqualität | Service quality | Emotion | Beschwerdemanagement | Complaint management | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010239278