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The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective

Citations

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Cited by:

  1. Luria Gil & Gal Iddo & Yagil Dana, 2015. "Spending more time with the customer: service-providers’ behavioral discretion and call-center operations," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 427-443, September.
  2. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.
  3. Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
  4. Chi, Nguyen Thi Khanh, 2021. "Innovation capability: The impact of e-CRM and COVID-19 risk perception," Technology in Society, Elsevier, vol. 67(C).
  5. Evgeni Stanimirov & Vladimir Jechev, 2013. "Consumer Orientation as a Factor for Satisfying the Clients," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 56-89.
  6. Afsheen Fatima & Sarah Salah Uddin & Saba Mehmood & Ashfeen Bibi, 2018. "Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan," Information Management and Business Review, AMH International, vol. 9(6), pages 6-17.
  7. Yuhyung Shin & Won-Moo Hur & Kyungdo Park & Hansol Hwang, 2020. "How Managers’ Job Crafting Reduces Turnover Intention: The Mediating Roles of Role Ambiguity and Emotional Exhaustion," IJERPH, MDPI, vol. 17(11), pages 1-17, June.
  8. Park, Hyewon & Hur, Won-Moo, 2023. "Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  9. Erik Ruzic, 2013. "An Investigation On The Phenomenon Of Job Burnout In The Sales Profession," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 22(1), pages 79-96, june.
  10. Lin, Yung-Sen & Huang, Wen-Shiung & Yang, Chien-Tzu & Chiang, Ming-Jung, 2014. "Work–leisure conflict and its associations with well-being: The roles of social support, leisure participation and job burnout," Tourism Management, Elsevier, vol. 45(C), pages 244-252.
  11. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
  12. Lee, Corrinne Mei Jyin & Che-Ha, Norbani & Syed Alwi, Sharifah Faridah, 2021. "Service customer orientation and social sustainability: The case of small medium enterprises," Journal of Business Research, Elsevier, vol. 122(C), pages 751-760.
  13. Menguc, Bulent & Auh, Seigyoung & Fisher, Michelle & Haddad, Abeer, 2013. "To be engaged or not to be engaged: The antecedents and consequences of service employee engagement," Journal of Business Research, Elsevier, vol. 66(11), pages 2163-2170.
  14. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
  15. Pappas, Alec & Fumagalli, Elena & Rouziou, Maria & Bolander, Willy, 2023. "More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience," Journal of Retailing, Elsevier, vol. 99(4), pages 518-531.
  16. Ashill, Nicholas J. & Rod, Michel & Gibbs, Tanya, 2015. "Coping with stress: A study of retail banking service workers in Russia," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 58-69.
  17. Seigyoung Auh & Bulent Menguc & Stavroula Spyropoulou & Fatima Wang, 2016. "Service employee burnout and engagement: the moderating role of power distance orientation," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 726-745, November.
  18. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
  19. Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.
  20. Chen, Ching-Fu & Chen, Shu-Chuan, 2014. "Investigating the effects of job demands and job resources on cabin crew safety behaviors," Tourism Management, Elsevier, vol. 41(C), pages 45-52.
  21. Qiang Wang & Chao Wang, 2020. "Reducing turnover intention: perceived organizational support for frontline employees," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-16, December.
  22. Chen, Ching-Fu & Kao, Ya-Ling, 2012. "Investigating the antecedents and consequences of burnout and isolation among flight attendants," Tourism Management, Elsevier, vol. 33(4), pages 868-874.
  23. Kimura, Takuma & Bande, Belén & Fernández-Ferrín, Pilar, 2018. "Work overload and intimidation: The moderating role of resilience," European Management Journal, Elsevier, vol. 36(6), pages 736-745.
  24. Aleksandra Grobelna, 2021. "Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 28-49.
  25. Lifang Shu & Haiying Wei & Leiqing Peng, 2019. "Making the Customer Orientation of Salespeople Unsustainable—The Moderating Effect of Emotional Exhaustion," Sustainability, MDPI, vol. 11(3), pages 1-15, January.
  26. 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.
  27. Cheng, Tien-Ming & Chang, Shu-Yun & Chan, Yin-Yun, 2018. "I know you are suffering from burnout: The moderated mediation effects of "leisure benefits" and "leisure coping" on the burnout model of flight attendants," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 119-129.
  28. Hüseyin Arasli & Reza Bahman Teimouri & Hasan Kiliç & Iman Aghaei, 2017. "Effects of service orientation on job embeddedness in hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 37(9-10), pages 607-627, June.
  29. 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.
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