Concepedia

Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance

Chang‐Hwan Choi, Taegoo Terry Kim, Gyehee Lee, Seung Kon Lee

International Journal of Hospitality Management · 2012 · 222 citations · 73 references

Open access

Concepts

BusinessMarketingPsychologyCustomer Relationship ManagementStress PhysiologyBurnoutCoping StrategiesCustomer Experience ManagementCustomer SatisfactionService RecoverySocial StressCustomer Service OrientationEmotional RecoveryInterpersonal StressorsPsychological StrainService PerformanceService Recovery SatisfactionStressful Experience

References

73

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

Structural Equations with Latent Variables.

Clifford C. Clogg, Kenneth A. Bollen · Contemporary Sociology A Journal of Reviews · 1991 · 17.6K citations

Social Sciences, Behavioral Sciences, Psychology +14

The measurement of experienced burnout

Christina Maslach · Journal of Organizational Behavior · 1981 · 14K citations

Social Sciences, Human Resource Management, Psychology +14

Review of Psychometric theory (2nd ed.).

Rosedith Sitgreaves · Contemporary Psychology · 1979 · 11.5K citations

Social Sciences, Educational Measurement, Psychology +12

The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory

Stevan E. Hobfoll · Applied Psychology · 2001 · 6.7K citations

Social Sciences, Psychology, Social Psychology +10