Customer incivility and emotional labor: the mediating role of dualistic work passion and the moderating role of conscientiousness

Customer incivility is common in service-oriented organizations, possibly having a detrimental effect on the jobs of employees who experience it. Based on the affective events theory, this study explored the mechanism of customer incivility on emotional labor. We also explored the mediating role of...

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Veröffentlicht in:	Current psychology (New Brunswick, N.J.) N.J.), 2023-12, Vol.42 (36), p.32324-32337
Hauptverfasser:	Li, Jia-Min, Zhang, Xiao-Fei, Zhang, Lan-Xia, Zhang, Ruo-Xi
Format:	Artikel
Sprache:	eng
Schlagworte:	Attitudes Behavioral Science and Psychology Boundary conditions Customer relations Customer services Emotion regulation Emotions Employees Job satisfaction Psychological aspects Psychological research Psychology Service industries Social aspects Social Sciences
Online-Zugang:	Volltext
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