Unfriendly customers as a social stressor - An indirect antecedent of service employees' quitting intention
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- Lindebaum, Dirk, 2013. "Does emotional intelligence moderate the relationship between mental health and job performance? An exploratory study," European Management Journal, Elsevier, vol. 31(6), pages 538-548.
- Schaarschmidt, Mario, 2016. "Frontline employees' participation in service innovation implementation: The role of perceived external reputation," European Management Journal, Elsevier, vol. 34(5), pages 540-549.
- Johnson, Jeff S., 2023. "How business-to-business salespeople deal with buying center dissenters," International Journal of Research in Marketing, Elsevier, vol. 40(3), pages 590-608.
- Montani, Francesco & Dagenais-Desmarais, Véronique, 2018. "Unravelling the relationship between role overload and organizational citizenship behaviour: A test of mediating and moderating effects," European Management Journal, Elsevier, vol. 36(6), pages 757-768.
- Northington, William Magnus & Gillison, Stephanie T. & Beatty, Sharon E. & Vivek, Shiri, 2021. "I don't want to be a rule enforcer during the COVID-19 pandemic: Frontline employees' plight," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
- Sebastiano, Antonio & Belvedere, Valeria & Grando, Alberto & Giangreco, Antonio, 2017. "The effect of capacity management strategies on employees' well-being: A quantitative investigation into the long-term healthcare industry," European Management Journal, Elsevier, vol. 35(4), pages 563-573.
- Fellesson, Markus & Salomonson, Nicklas, 2020. "It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
- Chux Gervase Iwu & Abdullah Promise Opute & Olayemi Abdullateef Aliyu & Chukuakadibia Eresia-Eke & Tichaona Buzy Musikavanhu & Afeez Olalekan Jaiyeola, 2021. "A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit," JRFM, MDPI, vol. 14(4), pages 1-21, April.
- Adil Zahoor & Mushtaq Ahmad Siddiqi, 2023. "Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer," Vision, , vol. 27(2), pages 178-188, April.
- Baruch, Yehuda & Grimland, Shmuel & Vigoda-Gadot, Eran, 2014. "Professional vitality and career success: Mediation, age and outcomes," European Management Journal, Elsevier, vol. 32(3), pages 518-527.
- Arne K. Albrecht & Gianfranco Walsh & Simon Brach & Dwayne D. Gremler & Erica Herpen, 2017. "The influence of service employees and other customers on customer unfriendliness: a social norms perspective," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 827-847, November.
- Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
- Lages, Cristiana R. & Perez-Vega, Rodrigo & Kadić-Maglajlić, Selma & Borghei-Razavi, Niloofar, 2023. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework," Journal of Business Research, Elsevier, vol. 161(C).
- Walsh, Gianfranco, 2019. "Service employees’ naturally felt emotions: Do they matter?," European Management Journal, Elsevier, vol. 37(1), pages 78-85.
- Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
- Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
- Malthouse, Edward C. & Haenlein, Michael & Skiera, Bernd & Wege, Egbert & Zhang, Michael, 2013. "Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 270-280.
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Keywords
Conservation of resources Customer unfriendliness Emotional labor Intention to quit Job satisfaction Role ambiguity Seeking distance;Statistics
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