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Feeling bad and doing good : the effect of customer mistreatment on service employee's daily display of helping behaviors
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Personnel psychology : a journal of applied research 70 (2017) 4, pp. 769-808
Persistent link: https://www.econbiz.de/10011781540
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Lagged effect of daily surface acting on subsequent day's fatigue
Zhang, Yucheng; Zhang, Long; Lei, Hui; Yue, Yumeng; … - In: The service industries journal 36 (2016) 15/16, pp. 809-826
Persistent link: https://www.econbiz.de/10011672442
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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
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Why do we prefer humans to artificial intelligence in telemarketing? : a mind perception explanation
Li, Sixian; Peluso, Alessandro M.; Duan, Jinyun - In: Journal of retailing and consumer services 70 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014235381
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Psychological contract breach and destructive voice : the mediating effect of relative deprivation and the moderating effect of leader emotional support
Lin, Xiaoshuang; Wu, Chia-Huei; Dong, Yuntao; Chen, … - In: Journal of vocational behavior 135 (2022), pp. 1-17
Persistent link: https://www.econbiz.de/10013364289