Investigating the immediate and long-term effects of job stressors on frontline service employees
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DOI: 10.1016/j.ijresmar.2011.05.006
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References listed on IDEAS
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Cited by:
- Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
- Butori, Raphaëlle & De Bruyn, Arnaud, 2013. "So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 358-367.
- Zafar Iqbal & Asif Mehmood Mirza & Muhammad Sajid & Muhammad Adeel, 2018. "Impact of Emotional Labor on Emotional Exhaustion and Job Satisfaction in Public Sector Organizations," International Journal of Human Resource Studies, Macrothink Institute, vol. 8(4), pages 208226-2082, December.
- Habel, Johannes & Alavi, Sascha & Pick, Doreén, 2017. "When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules," International Journal of Research in Marketing, Elsevier, vol. 34(4), pages 919-941.
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Keywords
Service employees; Emotional labor; Role stress; Emotional exhaustion; Customer crowding;All these keywords.
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