Browsing by Subject "Customer mistreatment,Well-being,Psychological detachment,Recovery self-efficacy,Trait resilience"

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Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel

Yang, Fu; Lu, Mengqian; Huang, Xiaoyu (Elservier, 2020)

Research on customer mistreatment towards frontline service employees in the hospitality industry has been steadily rising in recent years, but little is known about the mechanism underlying its detrimental impact on ...