SERVICE PROVIDER HOSTILITY AND SERVICE QUALITY.

Lorna Doucet

59 citations0/0 files storedAcademy of Management Journal

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Customer Service Quality and Loyalty Workplace Violence and Bullying Emotional Labor in Professions

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Previous research on interpersonal interactions has found inconsistent effects of hostile interpersonal behaviors on organizational outcomes. This study found that technical performance by service ...

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1960A Coefficient of Agreement for Nominal Scales 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1992The Aggression Questionnaire.2002The Ripple Effect: Emotional Contagion and its Influence on Group Behavior 1960The Functional Approach to the Study of Attitudes

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2007The Bright and Dark Sides of Personality: Implications for Personnel Selection in Individual and Team Contexts 2013Top Management Support and Initial Strategic Assets: A Dependency Model for Internal Corporate Venture Performance 2016Emotional Convergence in Service Relationships 2019An actor–partner interdependence model of employees’ and coworkers’ innovative behavior, psychological detachment, and strain reactions 2010The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction

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