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Call centers : emotional labor over the phone
Van Jaarsveld, Danielle; Poster, Winifred R. - In: Emotional labor in the 21st century : diverse …, (pp. 153-173). 2013
Persistent link: https://www.econbiz.de/10009663194
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The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Van Jaarsveld, Danielle; Walker, David D.; Skarlicki, … - In: Journal of management : JOM 36 (2010) 6, pp. 1486-1504
Persistent link: https://www.econbiz.de/10008701401
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Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries
Subramony, Mahesh; Ehrhart, Karen Holcombe; Groth, Markus; … - In: Journal of service management 28 (2017) 5, pp. 837-865
Persistent link: https://www.econbiz.de/10011801801
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Unpacking the relationship between customer (in)justice and employee turnover outcomes : can fair supervisor treatment reduce employees' emotional turmoil?
Van Jaarsveld, Danielle; Walker, David D.; Restubog, … - In: Journal of service research 24 (2021) 2, pp. 301-319
Persistent link: https://www.econbiz.de/10012522546