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~subject:"Emotion"
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Emotion
Service workers
321
Dienstleistungsberufe
318
Dienstleistungssektor
83
Service industry
79
Deutschland
56
Germany
56
Beziehungsmarketing
43
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Journal of service management
3
Personnel psychology : a journal of applied research
3
The journal of services marketing
2
European journal of marketing : EJM
1
Global business and organizational excellence : a review of research & best practices
1
Human relations
1
Human resource management review
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of contemporary hospitality management
1
International journal of management concepts and philosophy : IJMCP
1
International journal of quality and service sciences
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
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1
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1
Journal of international business and economics : JIBE
1
Journal of managerial issues : JMI
1
Journal of personnel psychology
1
Journal of service theory and practice : JSTP
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Neue Herausforderungen an das Dienstleistungsmarketing
1
Service business
1
The emotional organization : passions and power
1
The international journal of human resource management
1
Tourism management : research, policies, practice
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Work, employment & society : a journal of the British Sociological Association
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ECONIS (ZBW)
30
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1
Talking bodies : an embodied approach to service employees' work
Kuuru, Tiina-Kaisa
;
Närvänen, Elina
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 313-325
Persistent link: https://www.econbiz.de/10013407498
Saved in:
2
The relationship between emotional labor and the well-being of service professionals during the Covid-19 pandemic : examining the moderating roles of job type
Day, Steven W.
;
Lundy, Harold <Jr.>
;
Torrance, …
- In:
Journal of international business and economics : JIBE
21
(
2021
)
3
,
pp. 18-27
Persistent link: https://www.econbiz.de/10012886114
Saved in:
3
Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon
;
Ok, Chihyung
;
Lee, Seung-hoon
;
Lee, Choong-Ki
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
3
,
pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
Saved in:
4
Understanding workplace boredom among service employees : qualitative insights and employee outcomes
Velasco, Franklin
- In:
Journal of managerial issues : JMI
29
(
2017
)
3
,
pp. 278-293
Persistent link: https://www.econbiz.de/10011735453
Saved in:
5
Boundary spanning and customer service styles in business solutions implementation
Prior, Daniel D.
- In:
Industrial marketing management : the international …
56
(
2016
),
pp. 120-129
Persistent link: https://www.econbiz.de/10011531243
Saved in:
6
Interpersonal process of emotional labor : the role of negative and positive customer treatment
Zhan, Yujie
;
Wang, Mo
;
Shi, Junqi
- In:
Personnel psychology : a journal of applied research
69
(
2016
)
3
,
pp. 525-557
Persistent link: https://www.econbiz.de/10011552338
Saved in:
7
Does autonomy increase or decrease negative emotional displays from service workers? : a test of competing hypotheses
Smit, Brandon W.
;
Ryan, Liam C.
;
Nelson, Courtney A.
- In:
Journal of personnel psychology
15
(
2016
)
3
,
pp. 134-138
Persistent link: https://www.econbiz.de/10011644429
Saved in:
8
Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance
Cho, Meehee
;
Bonn, Mark Andrew
;
Han, Su-Jin
;
Lee, Kyung Hee
- In:
International journal of contemporary hospitality management
28
(
2016
)
12
,
pp. 2888-2912
Persistent link: https://www.econbiz.de/10011611032
Saved in:
9
Stigmatized service workers in crisis : mitigating the effects of negative media
Pervan, Simon J.
;
Bove, Liliana L.
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
5
,
pp. 551-567
Persistent link: https://www.econbiz.de/10011417692
Saved in:
10
Are committed employees more service oriented?
Guerra, Eva
;
Sepúlveda, César J.
- In:
Global business and organizational excellence : a …
33
(
2013/14
)
3
,
pp. 23-36
Persistent link: https://www.econbiz.de/10010359910
Saved in:
11
On the limitations of using situational judgment tests to measure interpersonal skills : the moderating influence of employee anger
Slaughter, Jerel E.
;
Christian, Michael S.
;
Podsakoff, …
- In:
Personnel psychology : a journal of applied research
67
(
2014
)
4
,
pp. 847-885
Persistent link: https://www.econbiz.de/10010467843
Saved in:
12
Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar
;
Poddar, Amit
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 244-255
Persistent link: https://www.econbiz.de/10010391424
Saved in:
13
Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service management
24
(
2013
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
Saved in:
14
Employee emotional labour and quitting intentions : moderating effects of gender and age
Walsh, Gianfranco
;
Bartikowski, Boris
- In:
European journal of marketing : EJM
47
(
2013
)
8
,
pp. 1213-1237
Persistent link: https://www.econbiz.de/10009786593
Saved in:
15
Doing good at work feels good at home, but not right away : when and why perceived prosocial impact predicts positive affect
Sonnentag, Sabine
;
Grant, Adam M.
- In:
Personnel psychology : a journal of applied research
65
(
2012
)
3
,
pp. 495-530
Persistent link: https://www.econbiz.de/10009579354
Saved in:
16
Chinese hotel employees in the smiling masks : roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance
Chen, Ziguang
;
Sun, Hongwei
;
Lam, Wing
;
Hu, Qing
;
Huo, …
- In:
The international journal of human resource management
23
(
2012
)
4
,
pp. 826-845
Persistent link: https://www.econbiz.de/10009503774
Saved in:
17
Emotional labour in service work : psychological flexibility and emotion regulation
Biron, Michal
;
Veldhoven, Marc van
- In:
Human relations
65
(
2012
)
10
,
pp. 1259-1282
Persistent link: https://www.econbiz.de/10009659422
Saved in:
18
Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo
;
Paek, Soyon
;
Choi, Chang Hwan
;
Lee, Gyehee
- In:
Service business
6
(
2012
)
4
,
pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
Saved in:
19
Development of a framework for services recovery for service industries
Niriender Kumar
;
Filzah Md Isa
;
Cheng Wei Hin
;
Haim …
- In:
Journal for global business advancement : JGBA
5
(
2012
)
2
,
pp. 89-102
Persistent link: https://www.econbiz.de/10009670296
Saved in:
20
Relationship between HEXACO personality factors and emotional labour of service providers in tourism industry
Sohn, Hae-kyung
;
Lee, Timothy Jeonglyeol
- In:
Tourism management : research, policies, practice
33
(
2012
)
1
,
pp. 116-125
Persistent link: https://www.econbiz.de/10009354594
Saved in:
21
What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Lin, Jiun-sheng Chris
;
Lin, Cheng-yu
- In:
Journal of service management
22
(
2011
)
2
,
pp. 183-201
Persistent link: https://www.econbiz.de/10009155029
Saved in:
22
Investigating the immediate and long-term effects of job stressors on frontline service employees
Whiting, Anita
;
Donthu, Naveen
;
Baker, Andrew M.
- In:
International journal of research in marketing : IJRM ; …
28
(
2011
)
4
,
pp. 319-331
Persistent link: https://www.econbiz.de/10009406668
Saved in:
23
Customer aggression, emotional dissonance and employees' well-being
Goussinsky, Ruhama
- In:
International journal of quality and service sciences
3
(
2011
)
3
,
pp. 248-266
Persistent link: https://www.econbiz.de/10009405157
Saved in:
24
Organizational pride and its positive effects on employee behavior
Gouthier, Matthias H. J.
;
Rhein, Miriam
- In:
Journal of service management
22
(
2011
)
5
,
pp. 633-649
Persistent link: https://www.econbiz.de/10009405799
Saved in:
25
An indivisible union? : assessing the marriage of Hochschild's emotional labour concept and labour process theory
Brook, Paul
- In:
International journal of management concepts and …
4
(
2010
)
3/4
,
pp. 326-342
Persistent link: https://www.econbiz.de/10008826853
Saved in:
26
Expressions of anger in Israeli workplaces : the special place of customer interactions
Ravid, Shy
;
Rafaeli, Anat
;
Grandey, Alicia
- In:
Human resource management review
20
(
2010
)
3
,
pp. 224-234
Persistent link: https://www.econbiz.de/10003987125
Saved in:
27
In critical defence of "emotional labour" : refuting Bolton's critique of Hochschild's concept
Brook, Paul
- In:
Work, employment & society : a journal of the British …
23
(
2009
)
3
,
pp. 531-548
Persistent link: https://www.econbiz.de/10003890474
Saved in:
28
Quality of work life as a mediator between emotional labor and work family interference
Cheung, Francis Yue-Lok
;
Tang, Catherine So-Kum
- In:
Journal of business and psychology
24
(
2009
)
3
,
pp. 245-255
Persistent link: https://www.econbiz.de/10003914324
Saved in:
29
Gefühlsarbeit in Dienstleistungen : Konzept, Konsequenzen, Intervention
Nerdinger, Friedemann W.
- In:
Neue Herausforderungen an das Dienstleistungsmarketing
,
(pp. 3-18)
.
2008
Persistent link: https://www.econbiz.de/10003675876
Saved in:
30
The job center : abuse, violence, and fear on the front line ; implications of the rise of the enchanting myth of customer sovereignty
Korczynski, Marek
;
Bishop, Victoria
- In:
The emotional organization : passions and power
,
(pp. 74-87)
.
2008
Persistent link: https://www.econbiz.de/10003574371
Saved in:
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