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Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors
16 references·2 citing·44 second hop
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(1998)Ego depletion: Is the active …A cognitive-affective system theory of personality: Reconceptualizing situations, dispositions, dynamics, and invariance in personality structure. (1995)A cognitive-affective system …Ironic processes of mental control. (1994)Ironic processes of mental co…Emotional Labor in Service Roles: The Influence of Identity (1993)Emotional Labor in Service Ro…Social stigma and self-esteem: The self-protective properties of stigma. (1989)Social stigma and self-esteem…Conservation of resources: A new attempt at conceptualizing stress. (1989)Conservation of resources: A …Assessing coping strategies: A theoretically based approach. (1989)Assessing coping strategies: …Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Development and validation of brief measures of positive and negative affect: The PANAS scales. 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References

  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.32,408 cited
  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.31,356 cited
  • 1989Conservation of resources: A new attempt at conceptualizing stress.18,137 cited
  • 1970Back-Translation for Cross-Cultural Research14,051 cited
  • 1989Assessing coping strategies: A theoretically based approach.11,504 cited
  • 1987Self-discrepancy: A theory relating self and affect.7,208 cited
  • 2000Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research5,889 cited
  • 1998Ego depletion: Is the active self a limited resource?5,308 cited
  • 1995A cognitive-affective system theory of personality: Reconceptualizing situations, dispositions, dynamics, and invariance in personality structure.3,884 cited
  • 1989Social stigma and self-esteem: The self-protective properties of stigma.3,426 cited
  • 2002The Ripple Effect: Emotional Contagion and its Influence on Group Behavior3,357 cited
  • 2014Getting to the “COR”3,350 cited
  • 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
  • 2003Searching for the structure of coping: A review and critique of category systems for classifying ways of coping.

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2,638 cited
  • 1994Ironic processes of mental control.2,608 cited
  • 2009Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis.2,355 cited
  • Cited by

    • 2021From angels to demons: Uncovering the relationships between tipping, social dignity, OCB and incivility intentions27 cited
    • 2022To avoidance or approach: Unraveling hospitality employees’ job crafting behavior response to daily customer mistreatment27 cited