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~isPartOf:"Industrial marketing management : the international journal for industrial and high-tech firms"
~isPartOf:"International journal of hospitality management"
~subject:"Customer service"
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Search: subject_exact:"Emotionality"
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Customer service
Emotion
196
Consumer behaviour
83
Konsumentenverhalten
83
Customer satisfaction
55
Kundenzufriedenheit
55
Dienstleistungsqualität
52
Service quality
52
Hotel industry
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Hotellerie
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Beziehungsmarketing
40
Relationship marketing
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Gastronomie
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Restaurant industry
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Arbeitszufriedenheit
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Job satisfaction
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Arbeitsverhalten
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Work behaviour
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Tourism employees
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Tourismusberufe
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Stress
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Work stress
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Emotional labor
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Emotions
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Kundenservice
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Gastgewerbe
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Brand management
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Markenführung
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Organizational behaviour
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Verhalten in Organisationen
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Hospital
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Krankenhaus
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Emotional exhaustion
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Personality psychology
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Persönlichkeitspsychologie
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Arbeitspsychologie
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Cognition
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Torres, Edwin N.
2
Aattila, Anna S.
1
Babalola, Mayowa T.
1
Beeler, Lisa L.
1
Chaker, Nawar N.
1
Chang, Kuo-Chien
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Chen, Po-Ju
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Cheng, Bao
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Cheng, Tan
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Delpechitre, Duleep
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Fu, Xiaoxiao
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Garba, Omale A.
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Geng, Ruoqi
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Guchait, Priyanko
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Guo, Liang
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Guo, Yulang
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Hong, Zhisheng
1
Hua, Nan
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Huey Chern Boo
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Khoo-Lattimore, Catheryn
1
Kobinah, Thomas
1
Lau, Virginia Meng-Chan
1
Lee, Lindsey
1
Lehto, Xinran Y.
1
Li, Shanshi
1
Madera, Juan M.
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Medler-Liraz, Hana
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Miao, Li
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Pizam, Abraham
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Poh Theng Loo
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Prior, Daniel D.
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Qu, Yuanmei Elly
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Song, Wenhao
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Teng, Hsiu-Yu
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Industrial marketing management : the international journal for industrial and high-tech firms
International journal of hospitality management
Journal of retailing and consumer services
12
The journal of services marketing
9
International journal of contemporary hospitality management
7
Academy of Management journal : AMJ
5
Journal of business research : JBR
5
Journal of service theory and practice : JSTP
5
Psychology & marketing
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
International journal of quality and service sciences
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of management : JOM
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
The Cornell hospitality quarterly
2
The service industries journal
2
Tourism management : research, policies, practice
2
Tourism management perspectives : TMP
2
A Research Agenda for Service Marketing
1
Administrative Sciences : open access journal
1
Advertising and communication : proceedings 4th International Conference on Research in Advertising (ICORIA), Saarland University, June 2 - 4, 2005, Saarbruecken
1
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
1
Applying predictive analytics within the service sector
1
Asia Pacific journal of management
1
Asia-Pacific journal of business administration
1
Australasian marketing journal
1
Baltic journal of management : BJM
1
Business horizons
1
Cogent business & management
1
Competitive advantage : strategies, management and performance
1
Consumer behavior review : CBR
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ECONIS (ZBW)
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1
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
2
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
3
Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions
Chaker, Nawar N.
;
Beeler, Lisa L.
;
Delpechitre, Duleep
- In:
Industrial marketing management : the international …
96
(
2021
),
pp. 238-253
Persistent link: https://www.econbiz.de/10013194581
Saved in:
4
Does a leader's "partiality" affect employees' proactivity in the hospitality industry? : a cross-level analysis
Cheng, Tan
;
Zhang, Pan
;
Guo, Yulang
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012300146
Saved in:
5
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
6
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
7
Job crafting and customer service behaviors in the hospitality industry : mediating effect of job passion
Teng, Hsiu-Yu
- In:
International journal of hospitality management
81
(
2019
),
pp. 34-42
Persistent link: https://www.econbiz.de/10012128314
Saved in:
8
Negative workplace gossip : its impact on customer service performance and moderating roles of trait mindfulness and forgiveness
Babalola, Mayowa T.
;
Ren, Shuang
;
Kobinah, Thomas
;
Qu, …
- In:
International journal of hospitality management
80
(
2019
),
pp. 136-143
Persistent link: https://www.econbiz.de/10012058666
Saved in:
9
Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.
;
Wei, Wei
;
Hua, Nan
;
Chen, Po-Ju
- In:
International journal of hospitality management
77
(
2019
),
pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
Saved in:
10
Evil customers, an angel boss and coopetitive coworkers : burnout of frontline employees
Yang, Fiona X.
;
Lau, Virginia Meng-Chan
- In:
International journal of hospitality management
83
(
2019
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012121888
Saved in:
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