How can stressed employees deliver better customer service? The underlying self-regulation depletion mechanism

Journal of Marketing

Volumn 76, Issue 1, 2012, Pages 119-137

  Chan, Kimmy Wa ^a   Wan, Echo Wen ^b  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Complaint behaviors; Customer service; Extra role behaviors; Perspective taking; Self regulation depletion; Supervisory support; Work stress

Indexed keywords

EID: 84859597883     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jm.10.0202     Document Type: Article

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