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Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite  |  View/Download:5/0  |  Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite  |  View/Download:3/0  |  Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Changing experiences of work dirtiness, occupational disidentification, and employee withdrawal Journal article
Journal of Applied Psychology, 2018,Volume: 103,Issue: 10,Page: 1086-1100
Authors:  Schaubroeck,John M.;  Lam,Long W.;  Lai,Jennifer Y.M.;  Lennard,Anna C.;  Peng,Ann C.;  Chan,Ka Wai
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Dirty Work  Leadership  Occupational Disidentification  Withdrawal Behavior  Work Dirtiness  
Market signals: Web site investment and physical store existence Journal article
Asia Pacific Journal of Marketing and Logistics, 2014,Volume: 26,Issue: 1,Page: 94-113
Authors:  Wang,Xuehua;  Chow,Wing Chi;  Yang,Zhilin;  Lai,Jennifer Y.M.
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Consumer behaviour  Internet marketing