Influence of Dysfunctional Customer Behavior on Depersonalization and Service Sabotage in the Service Industry
Author:
Affiliation:
1. College of Business and Economics, Hanyang University ERICA, Ansan, South Korea
Publisher
Informa UK Limited
Subject
Business, Management and Accounting (miscellaneous)
Link
https://www.tandfonline.com/doi/pdf/10.1080/15332969.2023.2254575
Reference63 articles.
1. Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
2. Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience
3. Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion
4. Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee
5. Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life
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