Organizational justice and extrarole customer service: The mediating role of well-being at work
The purpose of this article is to propose and test a model of extrarole customer service
(ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and …
(ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and …
Supervisor and coworker incivility: Testing the work frustration-aggression model
TG Reio Jr - Advances in Developing Human Resources, 2011 - journals.sagepub.com
The purpose of this study was to test the association among situational constraints,
emotional reactions, behavioral responses, and their distal outcomes in the workplace …
emotional reactions, behavioral responses, and their distal outcomes in the workplace …
Customer (in) justice and emotional labor: The role of perspective taking, anger, and emotional regulation
DE Rupp, A Silke McCance, S Spencer… - Journal of …, 2008 - journals.sagepub.com
This study investigates the impact of customer interpersonal and informational injustice on
service workers' emotional labor (surface acting). Results from a study conducted on 152 …
service workers' emotional labor (surface acting). Results from a study conducted on 152 …
The effects of organizational and personal resources on stress, engagement, and job outcomes
Applying self-determination and conservation of resources theories, our study investigates
the additive and interactive effects of management commitment to service quality, customer …
the additive and interactive effects of management commitment to service quality, customer …
Exploring relationships among anger, perceived organizational support, and workplace outcomes.
OA O'Neill, RJ Vandenberg, DM DeJoy… - … of Occupational Health …, 2009 - psycnet.apa.org
The present study examines anger within a perceived organizational support (POS) theory
framework. Using structural equation modeling, the authors explored relationships among …
framework. Using structural equation modeling, the authors explored relationships among …
Abusive supervision, affective commitment, customer orientation, and proactive customer service performance: Evidence from hotel employees in China
D Zang, C Liu, Y Jiao - Frontiers in Psychology, 2021 - frontiersin.org
Abusive supervision is quite common in the service industry. Employees' proactive customer
service performance is essential for the long-term development of service enterprises. This …
service performance is essential for the long-term development of service enterprises. This …
The social dimension of service interactions: Observer reactions to customer incivility
AP Henkel, J Boegershausen… - Journal of Service …, 2017 - journals.sagepub.com
Service interactions run a gamut from an instrumental self-focus to full social appreciation.
Observing another customer's incivility toward a frontline employee can emphasize social …
Observing another customer's incivility toward a frontline employee can emphasize social …