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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:15/0  |  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:4/0  |  Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
A typology of three-way interaction models: Applications and suggestions for Asian management research Journal article
Asia Pacific Journal of Management, 2019,Volume: 36,Issue: 1
Authors:  Lam,Long W.;  Chuang,Aichia;  Wong,Chi Sum;  Zhu,Julie N.Y.
Favorite  |  View/Download:4/0  |  Submit date:2019/08/01
Joint Moderating Effects  Moderated Joint Effects  Moderated Moderating Effects  Moderation  Three-way Interaction