Jennifer Y. M. Lai

Returning good for evil: A study of customer incivility and extra-role customer service

Julie N.Y. Zhu, Long W. Lam, Jennifer Y. M. Lai · International Journal of Hospitality Management · 2019 · 106 citations

Customer Experience, Customer Satisfaction, Customer Incivility +9

Defining who you are not: The roles of moral dirtiness and occupational and organizational disidentification in affecting casino employee turnover intention

Jennifer Y. M. Lai, KH Chan, Long W. Lam · Journal of Business Research · 2012 · 105 citations

Moral Dirtiness, Work Attitude, Employee Attitude +8

Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation

Cheris W. C. Chow, Jennifer Y. M. Lai, Raymond Loi · Tourism Management · 2014 · 82 citations

Customer Experience, Destination Marketing, Customer Service Behavior +9

Working under a committed boss: A test of the relationship between supervisors' and subordinates' affective commitment

Raymond Loi, Jennifer Y. M. Lai, Long W. Lam · The Leadership Quarterly · 2011 · 78 citations

Work Attitude, Employee Attitude, Management +9

Changing experiences of work dirtiness, occupational disidentification, and employee withdrawal.

John Schaubroeck, Long W. Lam, Jennifer Y. M. Lai et al. · Journal of Applied Psychology · 2018 · 67 citations

Workplace Psychology, Occupational Stigma, Individual Differences +20