The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective

Mo Zhang, Ruoqi Geng, Zhisheng Hong, Wenhao Song, Wangshuai Wang

Year of publication:	2020
Authors:	Zhang, Mo ; Geng, Ruoqi ; Hong, Zhisheng ; Song, Wenhao ; Wang, Wangshuai
Published in:	International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 88.2020, p. 1-9
Subject:	Emotional exhaustion \| Frontline employee \| Job demand-resource theory \| Service recovery awareness \| Work engagement \| Leistungsmotivation \| Work motivation \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenservice \| Customer service \| Verkaufspersonal \| Salespeople \| Arbeitsverhalten \| Work behaviour \| Emotion \| Arbeitskräfte \| Workforce \| Arbeitszufriedenheit \| Job satisfaction \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungssektor \| Service industry \| Kundenzufriedenheit \| Customer satisfaction \| Arbeitsleistung \| Job performance \| Anforderungsprofil \| Occupational profile