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Great leaders do everything : a moderated mediation model of transformational leadership, trust in leader, helping behaviour, and idiosyncratic deals

Kwok, Man Lung Jonathan; Kwong, Raymond; Wong, Macy; … - In: Asian business & management 22 (2023) 2, pp. 549-569

Persistent link: https://www.econbiz.de/10014327732

Service improvement in Hong Kong retail banking through satisfied and committed employees

Wong, Macy; Cheung, Ronnie - In: International journal of process management and … 4 (2014) 1, pp. 3-21

Persistent link: https://www.econbiz.de/10010390789

Abusive supervision : a content analysis of theory and methodology

Zhang, Yucheng; Hou, Zhongwei; Zhou, Xingxing; Yue, Yumeng - In: Chinese Management Studies 16 (2021) 3, pp. 509-550

Purpose: Despite recent organizational behavior studies have witnessed considerable progress in abusive supervision research; some demerits for both theory and methodology still remain in the past years. To clarify the current state of knowledge in the field, this study aims to analyze the...

Persistent link: https://www.econbiz.de/10012637959

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

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

A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes

Yue, Yumeng; Zettna, Nate; Cheng, Shuoxin; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 941-969

Persistent link: https://www.econbiz.de/10014456519

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

Abusive supervision : a content analysis of theory and methodology

Zhang, Yucheng; Hou, Zhongwei; Zhou, Xingxing; Yue, Yumeng - In: Chinese management studies 16 (2022) 3, pp. 509-550

Persistent link: https://www.econbiz.de/10013347121

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

Does leader integrity facilitate employee voice? A moderated mediation model of perceived risk and leader consultation

Duan, Jinyun; Guo, Zhaojun; Brinsfield, Chad - In: Leadership & Organization Development Journal 41 (2020) 8, pp. 1069-1087

Purpose: This study draws on uncertainty management theory to advance our understanding of the relationship between leader integrity and employee voice. Design/methodology/approach: The authors collected data in China by surveying 274 supervisor-subordinate dyads at two different points in...

Persistent link: https://www.econbiz.de/10012413600