When heroes and villains are victims : how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees
Yumeng Yue, Helena Nguyen, Markus Groth, Anya Johnson, and Stephen Frenkel
| Year of publication: |
2021
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|---|---|
| Authors: | Yue, Yumeng ; Nguyen, Helena ; Groth, Markus ; Johnson, Anya ; Frenkel, Stephen |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 3, p. 435-454
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| Subject: | customer incivility | emotional exhaustion | experience-sampling method | withdrawal | Emotion | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople | Persönlichkeitspsychologie | Personality psychology |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670520967994 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012592950