Can employee workplace mindfulness counteract the indirect effects of customer incivility on proactive service performance through work engagement? A moderated mediation model
| Autor: | WooMi Jo, Jinok Susanna Kim, Jichul Jang |
|---|---|
| Rok vydání: | 2020 |
| Předmět: |
Marketing
Service (business) Mindfulness ComputingMilieux_THECOMPUTINGPROFESSION business.industry Work engagement 05 social sciences Management Information Systems Incivility Moderated mediation Tourism Leisure and Hospitality Management 0502 economics and business 050211 marketing business Tertiary sector of the economy 050212 sport leisure & tourism |
| Zdroj: | Journal of Hospitality Marketing & Management. 29:812-829 |
| ISSN: | 1936-8631 1936-8623 |
| DOI: | 10.1080/19368623.2020.1725954 |
| Popis: | Customer incivility is widespread in service industries, inevitable as employees offer service to a broad range of customers from diverse backgrounds. Stress caused by rude customers depletes front... |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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