Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Year of publication: |
2023
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Authors: | Xie, Fang ; Zhang, Xufan ; Ye, Jing ; Zhou, Lulu ; Zhang, Wenjian ; Tian, Feng |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 6, p. 797-819
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Subject: | Customer orientation | Customer incivility | Emotional exhaustion | Supervisor monitoring | Interactional monitoring | Observational monitoring | Beziehungsmarketing | Relationship marketing | Emotion | Leistungsbeurteilung | Employee performance appraisal | Arbeitsverhalten | Work behaviour | Stress | Work stress | Verkaufspersonal | Salespeople | Kundenservice | Customer service | Dienstleistungsqualität | Service quality |
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