When does supportive climate fail to support frontline employees in service recovery? A complexity theory perspective
Author:
Funder
Ministry of Education of the People's Republic of China
National Natural Science Foundation of China
Publisher
Elsevier BV
Subject
Tourism, Leisure and Hospitality Management
Reference51 articles.
1. Perceived psychological empowerment and total quality management-based quality management systems : An exploratory research;Andrade;Total Quality Management and Business Excellence,2017
2. Burnout processes in non-clinical health service encounters;Ashill;Journal of Business Research,2011
3. Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees;Ashill;Journal of Services Marketing,2009
4. The role of emotional exhaustion in sales force attitude and behavior relationships;Babakus;Journal of the Academy of Marketing Science,1999
5. The self-regulation of attitudes, intentions, and behavior;Bagozzi;Social Psychology Quarterly,1992
Cited by 2 articles. 订阅此论文施引文献 订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献
1. How job stress influences employee problem-solving behaviour in hospitality setting: Exploring the critical roles of performance difficulty and empathetic leadership;Journal of Hospitality and Tourism Management;2024-06
2. Using qualitative comparative analysis approach in tourism studies: a critical review;Quality & Quantity;2023-05-08
1.学者识别学者识别
2.学术分析学术分析
3.人才评估人才评估
"同舟云学术"是以全球学者为主线，采集、加工和组织学术论文而形成的新型学术文献查询和分析系统，可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容，当前同舟云学术共收录了国内外主流学术期刊6万余种，收集的期刊论文及会议论文总量共计约1.5亿篇，并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询！咨询电话：010-8811{复制后删除}0370
www.globalauthorid.com
TOP
Copyright © 2019-2024 北京同舟云网络信息技术有限公司 京公网安备11010802033243号 京ICP备18003416号-3