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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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The electronic service quality model : the moderating effect of customer self-efficacy
Yi, Youjae; Gong, Taeshik - In: Psychology & marketing 25 (2008) 7, pp. 587-601
Persistent link: https://www.econbiz.de/10003748328
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The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries
Gong, Taeshik; Yi, Youjae - In: Psychology & marketing 35 (2018) 6, pp. 427-442
Persistent link: https://www.econbiz.de/10011970145
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A review of customer citizenship behaviors in the service context
Gong, Taeshik; Yi, Youjae - In: The service industries journal 41 (2021) 3/4, pp. 169-199
Persistent link: https://www.econbiz.de/10012483668
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Curvilinear relationship between customer engagement and responses to service failures
Park, Yun-na; Gong, Taeshik - In: The service industries journal 45 (2025) 1, pp. 54-80
Persistent link: https://www.econbiz.de/10015194247
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Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa; Gong, Taeshik; Zhang, Ruixue; Zhou, Mingjian - In: Journal of service research : JSR 20 (2017) 3, pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
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Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior : the role of customer moral credits and entitlement
Gong, Taeshik; Wang, Chen-Ya - In: Journal of service theory and practice 33 (2023) 1, pp. 110-137
Persistent link: https://www.econbiz.de/10014301949
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Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry
Lee, Kangcheol; Gong, Taeshik - In: Services marketing quarterly 44 (2023) 4, pp. 309-329
Persistent link: https://www.econbiz.de/10014418079
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Customer-oriented constructive deviance as a reaction to organizational injustice toward customers
Gong, Taeshik; Sun, Pengchang; Kang, Min Jung - In: The Cornell hospitality quarterly 63 (2022) 1, pp. 119-135
Persistent link: https://www.econbiz.de/10012800216