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Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees Journal article
International Journal of Hospitality Management, 2019,Volume: 83,Page: 1-10
Authors:  Fiona X. Yang;  Virginia Meng-Chan Lau
Favorite |  | TC[WOS]:17 TC[Scopus]:18 | Submit date:2019/11/27
Customer Incivility  Burnout  Emotional Intelligence  Customer Orientation  Cooperation  Competition  
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 |  | TC[WOS]:18 TC[Scopus]:21 | Submit date:2019/08/01
Customer Incivility  Extra-role Customer Service  Service Encounters  Work Engagement