How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness
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DOI: 10.1016/j.jretai.2021.03.005
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Cited by:
- Marder, Ben & Angell, Rob & Boyd, Eric, 2023. "How and why (imagined) online reviews impact frontline retail encounters," Journal of Retailing, Elsevier, vol. 99(2), pages 265-279.
- Sok, Keo Mony & Danaher, Tracey S. & Sok, Phyra, 2023. "Multiple psychological climates and employee self-regulatory focus: Implications for frontline employee work behavior and service performance," Journal of Retailing, Elsevier, vol. 99(2), pages 228-246.
- Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
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Keywords
Customer requests; Challenge appraisal; Hindrance appraisal; Transactional theory of stress; Job engagement; Job stress;All these keywords.
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