The relationship between empowerment, aggressive behaviours of customers, coping, and burnout

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Organizational justice and extrarole customer service: The mediating role of well-being at work (2008, background): “Likewise, Maslach et al. (2001) found that people who experience burnout exhibit lower productivity and effectiveness at work, which in turn leads to decreased organizational commitment and customer aggression responses (Ben-Zur & Yagil, 2005).”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, unknown): “…job demands (van Jaarsveld, Walker, & Skarlicki, 2010), withdrawal (e.g., absences, Grandey et al., 2004), reduced performance (e.g., Sliter, Sliter, & Jex, 2012), and burnout (e.g., Ben-Zur & Yagil, 2005; Dormann & Zapf, 2004; Grandey et al., 2007; Greenbaum, Quade, Mawritz, Kim, & Crosby, 2014).”
From bad to worse (2012, methodology): “, Russell-Bennett, R., & Drennan, J. (2011). Capturing affective experiences using the SMS Experience Sampling (SMS-ES) method.”
The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility (2010, unknown): “…related to employee emotional labor (Rupp & Spencer, 2006), sabotage of customer service (Skarlicki, van Jaarsveld, & Walker, 2008), emotional exhaustion (Ben-Zur & Yagil, 2005; Deery, Iverson, & Walsh, 2002; Grandey et al., 2004; Kern & Grandey, 2009), and absenteeism (Grandey et al., 2004).”