“Killing them with kindness”? A study of service employees' responses to uncivil customers-Reference-Cited by-同舟云学术

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“Killing them with kindness”? A study of service employees' responses to uncivil customers

Published:2020-01-16 Issue:8 Volume:41 Page:797-813
ISSN:0894-3796
Container-title:Journal of Organizational Behavior
language:en
Short-container-title:J Organ Behav

Author:

Robertson Kirsten¹,O'Reilly Jane²

Affiliation:

1. School of Business University of the Fraser Valley Abbotsford British Columbia Canada

2. Telfer School of Management University of Ottawa Ottawa Ontario Canada

Funder

Social Sciences and Humanities Research Council of Canada

Publisher

Wiley

Subject

Organizational Behavior and Human Resource Management,General Psychology,Sociology and Political Science,Applied Psychology

Link

https://onlinelibrary.wiley.com/doi/pdf/10.1002/job.2425

Reference53 articles.

1. Customer Orientation and Sales Situations: Variations in Interactive Service Work

2. Beyond Tit-for-Tat: Theorizing Divergent Employee Reactions to Customer Mistreatment

3. Tit for Tat? The Spiraling Effect of Incivility in the Workplace

4. Customer incivility and employee well-being: testing the moderating effects of meaning, perspective taking and transformational leadership

5. Social Cognitive Theory: An Agentic Perspective

Cited by 13 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. Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship;Journal of Service Management;2023-11-24

2. Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage: Critical roles of service recovery behaviors;Journal of Business Research;2023-01

3. How are career adaptable and customer oriented employees treated? Examining career-situated factors that reduce customer mistreatment;Journal of Vocational Behavior;2022-08

4. The straw that breaks the camel's back: service provider vulnerability to customer incivility;Journal of Service Theory and Practice;2022-06-24

5. Résumé de thèse. Composer avec les violences des clients en situations. Le cas des employés de service SNCF‑Transilien;Activites;2022-04-15

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