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Cited by

• 2020Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life153 cited
• 2013Managing customer misbehavior: challenges and strategies139 cited
• 2010Customer's angry voice: Targeting employees or the organization?66 cited
• 2012An extended service recovery model: the moderating impact of temporal sequence of events62 cited
• 2013Recovery strategy for group service failures61 cited
• 2011Managing organizational culture change and knowledge to enhance customer experiences: analysis and framework58 cited
• 2016Consumer anger: a label in search of meaning57 cited
• 2015Consumer delight and outrage: scale development and validation54 cited
• 2010Customer-Oriented Behaviour of Front-Line Service Employees: The Need to be Both Willing and Able49 cited
• 2016Geysers or Bubbling Hot Springs? A Cross-Cultural Examination of Customer Rage From Eastern and Western Perspectives46 cited
• 2020Does it really hurt? Making sense of varieties of anger43 cited
• 2019Trapped in a service encounter33 cited
• 2021Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry33 cited
• 2021