心理契约破裂与顾客不文明行为:基于自控视角

[11] Problematic customers and customer service employee retaliation [J]. JOURNAL OF SERVICES MARKETING, 2014, 28 (03) : 244 - 255

[12] When employees behave badly: the roles of contract importance and workplace familism in predicting negative reactions to psychological contract breach[J] . Simon Lloyd D. Restubog,Thomas J. Zagenczyk,Prashant Bordia,Robert L. Tang.J Appl Soc Psychol . 2013 (3)

[13] Exploring the dark side of organizational citizenship behavior[J] . Mark C. Bolino,Anthony C. Klotz,William H. Turnley,Jaron Harvey.J. Organiz. Behav. . 2012 (4)

[14] Sins of the parents: Self-control as a buffer between supervisors' previous experience of family undermining and subordinates' perceptions of abusive supervision[J] . Christian Kiewitz,Simon Lloyd D. Restubog,Thomas J. Zagenczyk,Kristin D. Scott,Patrick Raymund James M. Garcia,Robert L. Tang.The Leadership Quarterly . 2012 (5)

[15] Guanxi and Organizational Performance: A Meta‐Analysis[J] . YadongLuo,YingHuang,Stephanie LuWang.Management and Organization Review . 2012 (1)

[16] Interactions with the public: Bridging job design and emotional labor perspectives[J] . Alicia A.Grandey,Jennifer A.Diamond.J. Organiz. Behav. . 2010 (2‐3)

[17] Relationship Quality and the Theory of Planned Behavior models of behavioral intentions and purchase behavior[J] . Marie Hélène De Cannière,Patrick De Pelsmacker,Maggie Geuens.Journal of Business Research . 2008 (1)

[18] Violence restrained: Effects of self-regulation and its depletion on aggression[J] . C. Nathan DeWall,Roy F. Baumeister,Tyler F. Stillman,Matthew T. Gailliot.Journal of Experimental Social Psychology . 2006 (1)

[19] Measuring the quality of relationships in consumer services: an empirical study[J] . Keith Roberts,Sajeev Varki,Rod Brodie.European Journal of Marketing . 2003 (1)

[20] The D&D model - Dimensions and domains of relationship quality perceptions [J]. SERVICE INDUSTRIES JOURNAL, 2001, 21 (03) : 13 - 36

[11] Problematic customers and customer service employee retaliation [J]. JOURNAL OF SERVICES MARKETING, 2014, 28 (03) : 244 - 255

[12] When employees behave badly: the roles of contract importance and workplace familism in predicting negative reactions to psychological contract breach[J] . Simon Lloyd D. Restubog,Thomas J. Zagenczyk,Prashant Bordia,Robert L. Tang.J Appl Soc Psychol . 2013 (3)

[13] Exploring the dark side of organizational citizenship behavior[J] . Mark C. Bolino,Anthony C. Klotz,William H. Turnley,Jaron Harvey.J. Organiz. Behav. . 2012 (4)

[14] Sins of the parents: Self-control as a buffer between supervisors' previous experience of family undermining and subordinates' perceptions of abusive supervision[J] . Christian Kiewitz,Simon Lloyd D. Restubog,Thomas J. Zagenczyk,Kristin D. Scott,Patrick Raymund James M. Garcia,Robert L. Tang.The Leadership Quarterly . 2012 (5)

[15] Guanxi and Organizational Performance: A Meta‐Analysis[J] . YadongLuo,YingHuang,Stephanie LuWang.Management and Organization Review . 2012 (1)

[16] Interactions with the public: Bridging job design and emotional labor perspectives[J] . Alicia A.Grandey,Jennifer A.Diamond.J. Organiz. Behav. . 2010 (2‐3)

[17] Relationship Quality and the Theory of Planned Behavior models of behavioral intentions and purchase behavior[J] . Marie Hélène De Cannière,Patrick De Pelsmacker,Maggie Geuens.Journal of Business Research . 2008 (1)

[18] Violence restrained: Effects of self-regulation and its depletion on aggression[J] . C. Nathan DeWall,Roy F. Baumeister,Tyler F. Stillman,Matthew T. Gailliot.Journal of Experimental Social Psychology . 2006 (1)

[19] Measuring the quality of relationships in consumer services: an empirical study[J] . Keith Roberts,Sajeev Varki,Rod Brodie.European Journal of Marketing . 2003 (1)

[20] The D&D model - Dimensions and domains of relationship quality perceptions [J]. SERVICE INDUSTRIES JOURNAL, 2001, 21 (03) : 13 - 36