What mitigate and exacerbate the influences of customer incivility on frontline employee extra-role behaviour?
Author:
Funder
ECS
Publisher
Elsevier BV
Subject
Tourism, Leisure and Hospitality Management
Reference94 articles.
1. Survey finds fast-food workers spat on, abused and threatened;Abc News,2018
2. Do frontline employees cope effectively with abusive supervision and customer incivility? Testing the effect of employee resilience;Al-Hawari;Journal of Business and Psychology,2020
3. A meta-analysis of burnout with job demands, resources, and attitudes;Alarcon;Journal of Vocational Behavior,2011
4. Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion;Alola;Tourism Management Perspectives,2019
5. Customer incivility and employee well-being: Testing the moderating effects of meaning, perspective taking and transformational leadership;Arnold;Work & Stress,2015
Cited by 55 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. Customer mistreatment and employees’ coping strategies: A Meta-SEM analysis;Tourism Management;2025-02
2. When can empowering leadership foster intrinsic motivation and proactive performance in the tourism and hospitality industry? A moderated mediation model;International Journal of Hospitality Management;2024-09
3. When patrons become perpetrators: Examining the negative effects of customer incivility for Hospitality employees;International Journal of Hospitality Management;2024-09
4. The role of social support on frontline employees’ revenge motivation in customer incivility: a case study of the banking industry in an emerging market;Current Psychology;2024-08-07
5. Passive leadership and hospitality frontline employees’ creative performance in the UAE: The moderating role of job tenure and coworker help and support;Journal of Human Resources in Hospitality & Tourism;2024-07-26
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