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Rude customers and service performance : roles of motivation and personality

Yoon, David J. - In: The service industries journal 42 (2022) 1/2, pp. 81-106

Persistent link: https://www.econbiz.de/10013167406

Does customer incivility undermine employees' service performance?

Cheng, Bao; Dong, Yun; Zhou, Xing; Guo, Gongxing; Peng, Yan - In: International journal of hospitality management 89 (2020), pp. 1-10

Persistent link: https://www.econbiz.de/10012293791

A within-level analysis of the effect of customer-focused perspective-taking on deep acting and customer helping behaviors : the mediating roles of negative affect and empathy

Lee, Lindsey; Madera, Juan M. - In: International journal of hospitality management 95 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012547719

Cross-level relationship of implemented high performance work system and employee service outcomes : the mediating role of affective commitment

Riaz, Amir; Mahmood, Hafiz Zahid - In: Pakistan journal of commerce and social sciences 11 (2017) 1, pp. 252-274

This study examines cross-level relationship between implemented high performance work system (HPWS) and employee service related behaviors along with the mediating effects of employees' affective commitment between this relationship. Although, research studies have confirmed the positive...

Persistent link: https://www.econbiz.de/10011930286

Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience

Al-Hawari, Mohd Ahmad; Bani-Melhem, Shaker; Quratulain, … - In: Journal of business and psychology 35 (2020) 2, pp. 223-240

Persistent link: https://www.econbiz.de/10012226862

Understanding service performance of frontline employees from employee-AI interaction perspective

Yang, Shuiqing; Guo, Yu; Chen, Yuangao; Li, Yixiao; … - In: Journal of service management 36 (2025) 3, pp. 448-475

Persistent link: https://www.econbiz.de/10015425670

Customer courtesy and service performance : the roles of self-efficacy and social context

Yoon, David J.; Muir, Cindy P.; Yoon, Mahn Hee; Kim, Eugene - In: Journal of organizational behavior : OB ; the … 43 (2022) 6, pp. 1015-1037

Persistent link: https://www.econbiz.de/10013279630

The mechanism and boundary conditions of the relationship between customer incivility and service quality

Lin, Cheng-Chen; Lai, Fong-Yi - In: Journal of management & organization : JMO 26 (2020) 2, pp. 201-218

Persistent link: https://www.econbiz.de/10012195995

The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention

Han, Su-Jin; Bonn, Mark Andrew; Cho, Meehee - In: International journal of hospitality management 52 (2016), pp. 97-106

Persistent link: https://www.econbiz.de/10011442825

Customer and employee incivility and its causal effects in the hospitality industry

Torres, Edwin N.; Van Niekerk, Mathilda; Orlowski, Marissa - In: Journal of hospitality marketing & management 26 (2017) 1, pp. 48-66

Persistent link: https://www.econbiz.de/10011669662