That wasn't our deal: A psychological contract perspective on employee responses to bullying
Sign Up to like & getrecommendations! Published in 2017 at "Journal of Vocational Behavior"
DOI: 10.1016/j.jvb.2017.02.005
Abstract: Abstract Research on the effects of workplace bullying has concentrated on direct negative attitudinal employee responses, typically ignoring the cognitive mechanisms underlying this link. We integrate social exchange and attribution theories to propose and test… read more here.
Keywords: contract; workplace bullying; psychological contract; employee responses ... See more keywords
Service Employee Responses to Angry Customer Complaints
Sign Up to like & getrecommendations! Published in 2017 at "Journal of Service Research"
DOI: 10.1177/1094670517728339
Abstract: Service employees’ emotional and behavioral responses to angry customer complaints were examined to help firms improve their service recovery performance. Role-played complaints were conducted in a field experiment set in fast-food restaurants. Actors played customers… read more here.
Keywords: status; service climate; employee responses; customer ... See more keywords