Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer t...
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective
About this item
Full title
Author / Creator
Publisher
Bingley: Emerald Publishing Limited
Journal title
Language
English
Formats
Publication information
Publisher
Bingley: Emerald Publishing Limited
Subjects
More information
Scope and Contents
Contents
PurposePrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect cus...
Alternative Titles
Full title
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective
Authors, Artists and Contributors
Author / Creator
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Record Identifier
TN_cdi_proquest_journals_2526099493
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_2526099493
Other Identifiers
ISSN
2055-6225
E-ISSN
2055-6233
DOI
10.1108/JSTP-01-2020-0009
