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Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting Journal article
Kuok, Kim Oi Mei, Chan, Sow Hup Joanne, Kou, Hera Kit Wa, Kong, Siew Huat, Mac, Lancy Vai Iun. Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting[J]. The Learning Organization, 2022, 29(5), 548-566.
Authors:  Kuok, Kim Oi Mei;  Chan, Sow Hup Joanne;  Kou, Hera Kit Wa;  Kong, Siew Huat;  Mac, Lancy Vai Iun
Microsoft Word | Favorite | TC[WOS]:7 TC[Scopus]:12  IF:2.6/2.5 | Submit date：2022/08/29
Customer Incivility  Surface Acting  Emotional Exhaustion  Organizational Commitment  Work–family Conflict  Civil Servants  
Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees Journal article
Yang, Fiona X., Lau, Virginia Meng-Chan. Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees[J]. International Journal of Hospitality Management, 2019, 83, 1-10.
Authors:  Yang, Fiona X.;  Lau, Virginia Meng-Chan
Favorite | TC[WOS]:50 TC[Scopus]:53  IF:9.9/10.3 | Submit date：2019/11/27
Customer Incivility  Burnout  Emotional Intelligence  Customer Orientation  Cooperation  Competition  
Returning good for evil: A study of customer incivility and extra-role customer service Journal article
Zhu,Julie N.Y., Lam,Long W., Lai,Jennifer Y.M.. Returning good for evil: A study of customer incivility and extra-role customer service[J]. International Journal of Hospitality Management, 2019, 81, 65-72.
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite | TC[WOS]:74 TC[Scopus]:84 | Submit date：2019/08/01
Customer Incivility  Extra-role Customer Service  Service Encounters  Work Engagement