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When heroes and villains are victims : how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees
Yue, Yumeng; Nguyen, Helena; Groth, Markus; Johnson, Anya; … - In: Journal of service research 24 (2021) 3, pp. 435-454
Persistent link: https://www.econbiz.de/10012592950
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It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493
Persistent link: https://www.econbiz.de/10013395983