On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads

By Barbara K. Zimmermann, Christian Dormann, Maureen Dollard. 2011

94 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/538182d3c30f996df341facb1f4dd06e9e426ec4

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Allison S. Gabriel
2. Alicia A. Grandey
3. Anat Rafaeli
4. Y. Lee
5. Hillary Anger Elfenbein
6. Markus Groth
7. Adam M. Grant
8. P. Chelladurai

In Sociology and Political Science

1. Allison S. Gabriel
2. Alicia A. Grandey
3. Anat Rafaeli
4. Y. Lee
5. P. Chelladurai
6. Hyun Jeong Kim
7. Stéphane Côté
8. Markus Groth

Citations in the corpus

• The Social Dimension of Service Interactions (2017, background): “Email: alexander.henkel@ou.nl Customer emotional support has great practical relevance, with potential restorative effects on employees’ well-being that can counteract the harmful effects of incivility by other customers (Lilius 2012; Zimmermann, Dormann, and Dollard 2011).”
• Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “Positive events, such as customers’ prosocial behaviors toward employees, are rarely studied, but new scales and evidence are emerging showing that some—but not all—of such behaviors elicit positive mood and lower job stress (Maneotis 2014, Zimmermann et al. 2011).”