Luận văn thạc sĩ 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: Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCI Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry IVILITY:A STUDY OF FRONTLINE EMPLOYEES IN VIETNAM’S RETAIL INDUSTRYMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh Cily - Year 20181AcknowledgementApart from the efforts of me. the on time completion of the thesis largely on the encouragement and guidelines of many others. I take this opportunity to ex Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry press my gratitude to the people who have been instrumental in the successful completion of this thesis.I would like to express my appreciation to Dr.Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
Nguyen Thi Mai Trang - my instructor. She provided me with tremendous support, help and motivations. Without her instructions and guidance. I would nUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCI Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry or their constant support and help.Antecedents and outcomes of customer incivility: A study of frontline employees in Vietnam retail industryAbstractOne of the big challenges of retail industry is improve the sendee quality to catch up with the growth of economics. In order to improve the sendee qua Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry lity, mandatory corporate emotional expression rules commonly employed: which is in mm, affect the frontline employee emotional well-being and increasLuận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
e turn-over intention - another big challenge of retail industry. Workplace incivility and emotional labor somehow exist in the middle of this conflicUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCI Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry ructs including: experienced supervisor incivility, experienced co-worker incivility, customer incivility, emotional labor and quality of work life; which are possible antecedents, mediators and outcome of customer incivility. A face-to-face survey with the target of 300 valid samples conducted with Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry frontline employees in Ho Chi Minh City, Vietnam. The results support all hypotheses: whereas experienced supervisor incivility and experienced co-woLuận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
rker incivility are antecedents of customer incivility; customer incivility is found related to quality of work life - a lion-negative outcome. SurfacUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCI Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry life with inconsistent effects addressing the importance of workplace incivility and positive roles of emotional labor which farther study should attend.4Table of Contents1.Introduction..................................................................72.Theoretical background and hypotheses........ Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry ...............................132.1Customer incivility and its antecedents .................................132.2Emotional labor.....................Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
.....................................212.2Quality of work life.....................................................243.Research method................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCI Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry ...................................................263.3Data collection..........................................................273.4Measurement refinement...................................................284.Data analyses results.......................................................304.1Confirma Luận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry tory Factor Analysis.............................................304.2Hypotheses testing - Structural Equation Model (SEM).....................315.DisLuận văn thạc sĩ antecedents and outcomes of customer incivility a study of frontline employees in vietnam’s retail industry
cussion..................................................................335.1Implications for theory' and research...................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHil School <4 ButtonsBùi Xuân QuỳnhANTECEDENTS AND OUTCOMES OF CUSTOMER INCIGọi ngay
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