Conflict-solving as a mediator between customer incivility and service performance
暂无分享,去创建一个
[1] Priyanko Guchait,et al. Using regulatory focus to encourage physical distancing in services: when fear helps to deal with Mr. Deadly COVID-19 , 2020 .
[2] D. Yoon. Rude customers and service performance: roles of motivation and personality , 2020, The Service Industries Journal.
[3] Xing Zhou,et al. Does customer incivility undermine employees’ service performance? , 2020 .
[4] Priyanko Guchait,et al. Negative affect, deep acting, and customer compensation as responses to customer mistreatment: The effect of customer-based perspective-taking , 2020 .
[5] Goutam N. Challagalla,et al. The Joint and Multilevel Effects of Training and Incentives from Upstream Manufacturers on Downstream Salespeople’s Efforts , 2020 .
[6] Yonggui Wang,et al. Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector , 2020, Journal of Business Ethics.
[7] Samina Quratulain,et al. Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience , 2020, Journal of Business and Psychology.
[8] Turgay Avcí,et al. Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion , 2019, Tourism Management Perspectives.
[9] H. Jung,et al. Improving frontline service employees' innovative behavior using conflict management in the hospitality industry: The mediating role of engagement , 2018, Tourism Management.
[10] Jan H. Schumann,et al. Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers , 2018, The Service Industries Journal.
[11] Mark A. Bonn,et al. The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention , 2016 .
[12] Clay M. Voorhees,et al. Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies , 2016 .
[13] Zhen Zhang,et al. Multilevel structural equation models for assessing moderation within and across levels of analysis. , 2016, Psychological methods.
[14] Kara A. Arnold,et al. Customer incivility and employee well-being: testing the moderating effects of meaning, perspective taking and transformational leadership† , 2015 .
[15] David S. Waller,et al. The Developmental Process of Unethical Consumer Behavior: An Investigation Grounded in China , 2015 .
[16] Hannes Datta,et al. The Challenge of Retaining Customers Acquired with Free Trials , 2014 .
[17] Jonathon R. B. Halbesleben,et al. Getting to the “COR” , 2014 .
[18] D. Skarlicki,et al. Service Employees’ Reactions to Mistreatment by Customers: A Comparison Between North America and East Asia , 2014 .
[19] D. Skarlicki,et al. Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity. , 2014, The Journal of applied psychology.
[20] James A. Tan,et al. When is success not satisfying? Integrating regulatory focus and approach/avoidance motivation theories to explain the relation between core self-evaluation and job satisfaction. , 2013, The Journal of applied psychology.
[21] Ajay K. Kohli,et al. Implementing Changes in Marketing Strategy: The Role of Perceived Outcome-and Process-Oriented Supervisory Actions , 2012 .
[22] Kevin D. Carlson,et al. The Illusion of Statistical Control , 2012 .
[23] Thomas W. H. Ng,et al. Employee voice behavior: A meta‐analytic test of the conservation of resources framework , 2012 .
[24] Sungho Park,et al. Handling Endogenous Regressors by Joint Estimation Using Copulas , 2012, Mark. Sci..
[25] Michael T. Sliter,et al. The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance , 2012 .
[26] Russell E. Johnson,et al. Regulatory focus and work-related outcomes: a review and meta-analysis. , 2012, Psychological bulletin.
[27] Robert W. Palmatier,et al. Poisoning Relationships: Perceived Unfairness in Channels of Distribution , 2011 .
[28] Michael T. Sliter,et al. How rude! Emotional labor as a mediator between customer incivility and employee outcomes. , 2010, Journal of occupational health psychology.
[29] Kristopher J Preacher,et al. A general multilevel SEM framework for assessing multilevel mediation. , 2010, Psychological methods.
[30] David D. Walker,et al. The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility , 2010 .
[31] Jonathon R B Halbesleben,et al. Too engaged? A conservation of resources view of the relationship between work engagement and work interference with family. , 2009, The Journal of applied psychology.
[32] Paul D. Johnson,et al. An examination of the factorial, construct, and predictive validity and utility of the Regulatory Focus at Work Scale. , 2009 .
[33] Alicia A. Grandey,et al. Customer incivility as a social stressor: the role of race and racial identity for service employees. , 2009, Journal of occupational health psychology.
[34] Douglas M. Mahony,et al. A Multilevel View of Intragroup Conflict , 2008 .
[35] James A. Roberts,et al. Regulatory focus as a mediator of the influence of initiating structure and servant leadership on employee behavior. , 2008, The Journal of applied psychology.
[36] Youjae Yi,et al. The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior , 2008 .
[37] Todd J. Arnold,et al. Achieving relationship marketing effectiveness in business-to-business exchanges , 2008 .
[38] Jun Ye,et al. Strategic Change Implementation and Performance Loss in the Front Lines , 2007 .
[39] Robert W. Palmatier,et al. A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship Performance , 2007 .
[40] Karen L. Koza,et al. Effects of relationship climate, control mechanism, and communications on conflict resolution behavior and performance outcomes , 2007 .
[41] Aichia Chuang,et al. Transforming service employees and climate: a multilevel, multisource examination of transformational leadership in building long-term service relationships. , 2007, The Journal of applied psychology.
[42] Jonathon R B Halbesleben,et al. Emotional exhaustion and job performance: the mediating role of motivation. , 2007, The Journal of applied psychology.
[43] Daniel J. Bauer,et al. Computational Tools for Probing Interactions in Multiple Linear Regression, Multilevel Modeling, and Latent Curve Analysis , 2006 .
[44] Robert W. Palmatier,et al. Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis , 2006 .
[45] Christian Homburg,et al. How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach , 2005 .
[46] Daniel J Bauer,et al. Probing Interactions in Fixed and Multilevel Regression: Inferential and Graphical Techniques , 2005, Multivariate behavioral research.
[47] L. Cortina,et al. Interpersonal mistreatment in the workplace: the interface and impact of general incivility and sexual harassment. , 2005, The Journal of applied psychology.
[48] Rosalie J. Hall,et al. Applying multilevel confirmatory factor analysis techniques to the study of leadership , 2005 .
[49] Fadia Nasser,et al. A Monte Carlo Study Investigating the Impact of Item Parceling on Measures of Fit in Confirmatory Factor Analysis , 2003 .
[50] Scott B. MacKenzie,et al. Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.
[51] Jan B. Heide,et al. Specific Investments in Marketing Relationships: Expropriation and Bonding Effects , 2003 .
[52] W. Dunlap,et al. Testing Interaction Effects in LISREL: Examination and Illustration of Available Procedures , 2001 .
[53] B. Beersma,et al. A theory-based measure of conflict management strategies in the workplace , 2001 .
[54] S. Hobfoll. The Influence of Culture, Community, and the Nested-Self in the Stress Process: Advancing Conservation of Resources Theory , 2001 .
[55] N Liberman,et al. Promotion and prevention focus on alternative hypotheses: implications for attributional functions. , 2001, Journal of personality and social psychology.
[56] L. Cortina,et al. Incivility in the workplace: incidence and impact. , 2001, Journal of occupational health psychology.
[57] Jinhong Xie,et al. Antecedents and Consequences of Marketing Managers’ Conflict-Handling Behaviors , 2000 .
[58] D. Hofmann,et al. Centering Decisions in Hierarchical Linear Models: Implications for Research in Organizations , 1998 .
[59] Alexandra J. Campbell. Do internal departmental relationships influence buyers’ expectations about external supply partnerships? , 1998 .
[60] R. Ping. A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables , 1995 .
[61] Donald A. McBane. Empathy and the salesperson: A multidimensional perspective , 1995 .
[62] Jagdip Singh,et al. Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives , 1994 .
[63] K. Jehn. ENHANCING EFFECTIVENESS: AN INVESTIGATION OF ADVANTAGES AND DISADVANTAGES OF VALUE‐BASED INTRAGROUP CONFLICT , 1994 .
[64] Robert C. Liden,et al. A longitudinal study on the early development of leader-member exchanges. , 1993 .
[65] James C. Anderson,et al. STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .