Is Customer Incivility a Threat to Employee Wellbeing (Record no. 54864)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01787nam a22001817a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240118124449.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 240118b |||||||| |||| 00| 0 eng d |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| International Standard Serial Number | 2320-7515 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Vriti Jain, Jyoti Sharma |
| 9 (RLIN) | 38756 |
| 245 ## - TITLE STATEMENT | |
| Title | Is Customer Incivility a Threat to Employee Wellbeing |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New Delhi |
| Name of publisher, distributor, etc | Publishing India Group |
| Date of publication, distribution, etc | March 2023 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 10-19 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Service organisations have become the focal points for the rising epidemic of customer incivility. Organisational policies requiring employees to make customers happy, even in situations where customers are indulged in uncivil behaviours, have exerted a negative impact on the employees’ outcomes. The research has reflected that it hinders the growth of frontline employees, which leads to employee turnover. Employee turnover continues to be one of the significant challenges faced by present-day organisations. Customer incivility is regarded as one of the phenomena impacting employees’ intention to stay with the organisation. Applying the conservation of resources theory, the present study develops a research model that examines the relationship between customer incivility, employees’ psychological wellbeing and turnover intentions of the employees. The paper empirically studies employees working in banking sector as they interact with customers on a daily basis. The aim of the paper is to help managers develop effective strategies for employees to deal with uncivil behaviour of customers and reduce employee turnover. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Incivility, Customer Incivility, Wellbeing, Psychological Wellbeing |
| 9 (RLIN) | 38757 |
| 773 0# - HOST ITEM ENTRY | |
| Host Biblionumber | 54819 |
| Host Itemnumber | 83036 |
| Place, publisher, and date of publication | New Delhi Publishing India Group 2023 |
| Other item identifier | 55513751 |
| Title | International Journal on Customer Relations |
| International Standard Serial Number | 2320-7515 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Journals and Periodicals |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Source of acquisition | Serial Enumeration / chronology | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | 18/01/2024 | Infokart | INT/JOU/MAR/ | INT/JOU/MAR/55513751JA2 | 55513751JA2 | 18/01/2024 | 18/01/2024 |