Does customer incivility undermine employees’ service performance?-Reference-Cited by-同舟云学术

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Does customer incivility undermine employees’ service performance?

Published:2020-08 Issue: Volume:89 Page:102544
ISSN:0278-4319
Container-title:International Journal of Hospitality Management
language:en
Short-container-title:International Journal of Hospitality Management

Author:

Cheng Bao,Dong Yun,Zhou Xing,Guo Gongxing,Peng Yan

Funder

MOE (Ministry of Education in China) Project of Humanities and Social Sciences

Guangdong Basic and Applied Basic Research Foundation

Publisher

Elsevier BV

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management

Reference92 articles.

1. A hostility scale for the California psychological inventory: MMPI, observer Q-sort, and big-five correlates;Adams;J. Pers. Assess.,1997

2. Multiple Regression: Testing and Interpreting Interactions;Aiken,1991

3. Customer incivility and employees’ outcomes in the hotel: testing the mediating role of emotional exhaustion;Alola;Tourism Manage. Perspect.,2019

4. Structural equation modeling in practice: a review and recommended two-step approach;Anderson;Psychol. Bull.,1988

5. Tit for tat? The spiraling effect of incivility in the workplace;Andersson;Acad. Manag. Rev.,1999

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1. Thriving at work as a mediator between high-performance human resource practices and innovative behavior in the hotel industry: The moderating role of self-enhancement motive;International Journal of Hospitality Management;2024-10

2. The impact of customer incivility on employee negative emotions: an organizational culture perspective;Management Research Review;2024-09-12

3. Online customer-to-customer (C2C) incivility: impacts of managerial responses in digital customer service settings;International Hospitality Review;2024-09-10

4. When patrons become perpetrators: Examining the negative effects of customer incivility for Hospitality employees;International Journal of Hospitality Management;2024-09

5. Challenge-hindrance stressors and service innovation among hotel staff: roles of psychological empowerment and attributional style;Current Psychology;2024-08-30

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