Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
UNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILIT Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industryTY:A STUDY OF FRONTLINE EMPLOYEES IN VIETNAM’S RETAIL INDUSTRYMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City - Year 20181UNIVERSITY (^|0NOMICSHOCHI MINH CITY Intenútloi (iischJoQ£à nessInl wnationil Sthool o* BmirxwBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILITY:A STUDY OF FRONTLINE Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry EMPLOYEES IN VIETNAM’SRETAIL INDUSTRYMASTER OF BUSINESS ADMINISTRATION SUPERVISOR: Dr. NGUYỄN THỊ MAI TRANGID:22150054Ho Chi Minh City-Year 2018AcknoAntecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
wledgementApart from the efforts of me. the on time completion of the thesis largely on the encouragement and guidelines of many others. I take tills UNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILIT Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industrypreciation to Dr. Nguyen Thị Mai Trang - my instructor. She provided me with tremendous support, help and motivations. Without her instructions and guidance, I would not materialized this thesis.The guidance and supports received from ISB, classmates, friends and family are also very important to me Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry. 1 am grateful for their constant support and help.Antecedents and outcomes of customer incivility: A study of frontline employees in Vietnam retailAntecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
industryAbstractOne of the big challenges of retail industry is improve the service quality to catch up with the growth of economics. In order to imprUNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILIT Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industrywell-being and increase turn-over intention - another big challenge of retail industry. Workplace incivility and emotional labor somehow exist in the middle of this conflict; where they have been attended by researchers, and receiving more attention as its practical potential and importance. The stu Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industrydy examined five constructs including: experienced supervisor incivility, experienced co-worker incivility, customer incivility, emotional labor and qAntecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
uality of work life; which are possible antecedents, mediators and outcome of customer incivility. A face-to-face survey with the target of 300 valid UNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILIT Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry and experienced co-worker incivility are antecedents of customer incivility; customer incivility is found related to quality of work life - a non-negative outcome. Surface acting and deep acting, the two dimensions of emotional labor are found as mediators in the relation between customer incivilit Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industryy and quality of work life with inconsistent effects addressing the importance of workplace incivility and positive roles of emotional labor which furAntecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
ther study should attend.Table of Contents1Introduction.........................................................72Theoretical background and hypotheseUNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILIT Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry..........................212.2Quality of work life...............................................243Research method.....................................................253.1Procedure and sample...............................................253.2Measurements.......................................... Antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry.............263.3PAtacon.e ct.ion...................................................27UNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILITUNIVERSITY (^Fj^ONOMICSHO CHI MINH CITY Inteẻnàtíoỉ cd SchJoG BusinessJ 2- ê J « « - 2-* 1Bùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIVILITGọi ngay
Chat zalo
Facebook