The customer isnot always right: customer aggression and emotion regulation of service employees
about
Verbal Aggression from Care Recipients as a Risk Factor among Nursing Staff: A Study on Burnout in the JD-R Model PerspectiveCan music with prosocial lyrics heal the working world? A field intervention in a call center.But we're here to help! Positive buffers of the relationship between outsider incivility and employee outcomesHell is other people? Gender and interactions with strangers in the workplace influence a person's risk of depression.Complaints as starting point for vicious cycles in customer-employee-interactionsInbound Call Centers and Emotional Dissonance in the Job Demands - Resources Model.Daily Negative Work Events and Employees' Physiological and Psychological Reactions.Interpersonal aggression and burnout: the mediating role of psychological climate.Developing a model of source-specific interpersonal conflict in health care.Proximity Begins with a Smile, But Which One? Associating Non-duchenne Smiles with Higher Psychological Distance.An attribution theory perspective on emotional labour in nurse-patient encounters: a nested cross-sectional study in paediatric settings.Workplace sexual harassment and depressive symptoms: a cross-sectional multilevel analysis comparing harassment from clients or customers to harassment from other employees amongst 7603 Danish employees from 1041 organizations.Psychophysiological effects of emotional display rules and the moderating role of trait anger in a simulated call center.Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.Association of Emotional Labor and Occupational Stressors with Depressive Symptoms among Women Sales Workers at a Clothing Shopping Mall in the Republic of Korea: A Cross-Sectional Study.Predicting nurses' well-being from job demands and resources: a cross-sectional study of emotional labour.Organizational justice and extrarole customer service: The mediating role of well-being at workEmotional Labor Within Teams: Outcomes of Individual and Peer Emotional Labor on Perceived Team Support, Extra-Role Behaviors, and Turnover IntentionsGood acting requires a good cast: A meso-level model of deep acting in work teamsChapter 8 Display Rules and Emotional Labor within Work TeamsChapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational ApproachWorkplace aggressionValue cocreation in service interactionsImpacts of misbehaving air passengers on frontline employees: role stress and emotional labor
P2860
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P2860
The customer isnot always right: customer aggression and emotion regulation of service employees
description
im März 2004 veröffentlichter wissenschaftlicher Artikel
@de
wetenschappelijk artikel
@nl
наукова стаття, опублікована в березні 2004
@uk
name
The customer isnot always righ ...... egulation of service employees
@en
The customer isnot always righ ...... egulation of service employees
@nl
type
label
The customer isnot always righ ...... egulation of service employees
@en
The customer isnot always righ ...... egulation of service employees
@nl
prefLabel
The customer isnot always righ ...... egulation of service employees
@en
The customer isnot always righ ...... egulation of service employees
@nl
P2093
P356
P1476
The customer isnot always righ ...... egulation of service employees
@en
P2093
Alicia A. Grandey
David N. Dickter
Hock-Peng Sin
P304
P356
10.1002/JOB.252
P577
2004-03-30T00:00:00Z