Andrews, M. C., & Kacmar, K. M. (2001). Discriminating among organizational politics, justice, and support. Journal of Organizational Behavior, 22(4), 347–366.
Avey, J. B., Patera, J. L., & West, B. J. (2006). The implications of positive psychological capital on employee absenteeism. Journal of Leadership & Organizational Studies, 13(2), 42–60.
Babakus, E., Cravens, D. W., Johnston, M., & Moncrief, W. C. (1999). The role of emotional exhaustion in sales force attitude and behavior relationships. Journal of the Academy of Marketing Science, 27(1), 58–70.
Babakus, E., Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demands–burnout–performance relationship: A surface-level trait perspective. Journal of Retailing, 85(4), 480–492.
Babin, B. J., & Boles, J. S. (1998). Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing, 62(2), 77–91.
Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10(2), 170.
Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. I. (2014). Burnout and work engagement: The JD–R approach. Annual Review of Organizational Psychology and Organizational Behavior, 1(1), 389–411.
Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of managerial psychology, 22(3), 309–328.
Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands–resources model to predict burnout and performance. Human Resources Management, 43(1), 83–104.
Bell, S. J., Mengüç, B., & Stefani, S. L. (2004). When customers disappoint: A model of relational internal marketing and customer complaints. Journal of the Academy of Marketing Science, 32(2), 112–126.
Benight, C. C., Ironson, G., Klebe, K., Carver, C. S., Wynings, C., Burnett, K., & Schneiderman, N. (1999). Conservation of resources and coping self-efficacy predicting distress following a natural disaster: A causal model analysis where the environment meets the mind. Anxiety, stress and coping, 12(2), 107-126.
Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63–90.
Buchwald, P., & Hobfoll, S. E. (2004). Burnout aus ressourcentheoretischer Perspektive. Psychologie in Erziehung und Unterricht, 51(4), 247–257.
Chen, C. F., & Kao, Y. (2012). Investigating the antecedents and consequences of burnout and isolation among flight attendants. Tourism Management, 33(4), 868–874.
Cheng, J. C., & Yi, O. (2018). Hotel employee job crafting, burnout, and satisfaction: The moderating role of perceived organizational support. International Journal of Hospitality Management, 72, 78–85.
Cherniss, C., & Cherniss, C. (1980). Staff burnout: Job stress in the human services. Beverly Hills: Sage Publications.
Chiang, C. F., & Jang, S. S. (2008). An expectancy theory model for hotel employee motivation. International Journal of Hospitality Management, 27(2), 313–322.
Cho, Y. N., Rutherford, B. N., & Park, J. K. (2013). Emotional labor’s impact in a retail environment. Journal of Business Research, 66(11), 2338–2345.
Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98(2), 310–357.
Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of Management Review, 18(4), 621–656.
Cropanzano, R., Howes, J. C., Grandey, A. A., & Toth, P. (1997). The relationship of organizational politics and support to work behaviors, attitudes, and stress. Journal of Organizational Behavior, 18(2), 159–180.
Cuyper, N. D., Mäkikangas, A., Kinnunen, U., & Witte, H. D. (2012). Cross-lagged associations between perceived external employability, job insecurity, and exhaustion: Testing gain and loss spirals according to the conservation of resources theory. Journal of Organizational Behavior, 33(6), 770–788.
Day, D. V., & Bedeian, A. G. (1991). Predicting job performance across organizations: The interaction of work orientation and psychological climate. Journal of Management, 17(3), 589–600.
Deery, S., Iverson, R., & Walsh, J. (2002). Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39(4), 471–496.
Demerouti, E., Bakker, A. B., & Leiter, M. (2014). Burnout and job performance: The moderating role of selection, optimization, and compensation strategies. Journal of occupational health psychology, 19(1), 96.
Dong, Z. Q., & Wei, X. H. (2018). The active role of party organizations in private enterprises: An empirical study on the protection of workers’ rights and interests. Economic Perspectives, 1, 14–26.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500–507.
Fogarty, T. J., Singh, J., Rhoads, G. K., & Moore, R. K. (2000). Antecedents and consequences of burnout in accounting: Beyond the role stress model. Behavioral Research in Accounting, 12, 31–68.
Gabris, G. T., & Ihrke, D. M. (2001). Does performance appraisal contribute to heightened levels of employee burnout? The results of one study. Public Personnel Management, 30(2), 157–172.
González-Morales, M. G., Peiró, J. M., Rodríguez, I., & Bliese, P. D. (2012). Perceived collective burnout: A multilevel explanation of burnout. Anxiety, Stress & Coping, 25(1), 43–61.
Gu, Y. D. (2010). A research about the impact of job stress and burnout on turnover intention: Based on the Maslach burnout model. Economic Management Journal, 10(32), 80–82.
Halbesleben, J. R., & Bowler, W. M. (2007). Emotional exhaustion and job performance: the mediating role of motivation. Journal of applied psychology, 92(1), 93.
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intentions. International Journal of Hospitality Management, 52, 97–106.
Harrison, W. D. (1983). A social competence model of burnout. In B. A. Farber (Ed.), Stress and burnout in the human services professions (pp. 29–39). New York: Pergamon Press.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524.
Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337–421.
Hobfoll, S. E., Tracy, M., & Galea, S. (2006). The impact of resource loss and traumatic growth on probable PTSD and depression following terrorist attacks. Journal of Traumatic Stress: Official Publication of the International Society for Traumatic Stress Studies, 19(6), 867–878.
Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49(4), 831–851.
Karl, K., & Peluchette, J. (2006). How does workplace fun impact employee perceptions of customer service quality? Journal of Leadership & Organizational Studies, 13(2), 2–13.
Kristensen, T. S., Borritz, M., Villadsen, E., & Christensen, K. B. (2005). The Copenhagen burnout inventory: A new tool for the assessment of burnout. Work & Stress, 19(3), 192–207.
Lamm, E., Tosti-Kharas, J., & King, C. E. (2015). Empowering employee sustainability: Perceived organizational support toward the environment. Journal of Business Ethics, 128(1), 207–220.
Ling, W. Q., Yang, H. J., & Fang, L. L. (2006). Perceived organizational support (POS) of the employees. Acta Psychologica Sinica, 38(2), 281–289.
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV∗OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455–489.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99–113.
Maslach, C., & Leiter, M. P. (1997). The truth about burnout: How organizations cause personal stress and what to do about it. San Francisco: Jossey-Bass.
Maslach, C., & Leiter, M. P. (2016). Understanding the burnout experience: Recent research and its implications for psychiatry. World Psychiatry, 15(2), 103–111.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52(1), 397–422.
McFarlin, D. B., & Sweeney, P. D. (1992). Distributive and procedural justice as predictors of satisfaction with personal and organizational outcomes. Academy of Management Journal, 35(3), 626–637.
McMillin, R. (1997). Customer satisfaction and organizational support for service providers. Florida: Doctoral dissertation, University of Florida.
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three–component conceptualization. Journal of Applied Psychology, 78(4), 538.
Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237.
Mobley, W. H., Horner, S. O., & Hollingsworth, A. T. (1978). An evaluation of precursors of hospital employee turnover. Journal of Applied Psychology, 63(4), 408–414.
Morelli, N. A., & Cunningham, C. J. (2012). Not all resources are created equal: COR theory, values, and stress. The Journal of Psychology, 146(4), 393–415.
Neveu, J. P. (2007). Jailed resources: Conservation of resources theory as applied to burnout among prison guards. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 28(1), 21–42.
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
Palmer, J. C., Komarraju, M., Carter, M. Z., & Karau, S. J. (2017). Angel on one shoulder: Can perceived organizational support moderate the relationship between the dark triad traits and counterproductive work behavior? Personality and Individual Differences, 110, 31–37.
Pienaar, J., & Willemse, S. A. (2008). Burnout, engagement, coping and general health of service employees in the hospitality industry. Tourism Management, 29(6), 1053–1063.
Podsakoff, N. P., LePine, J. A., & LePine, M. A. (2007). Differential challenge stressor–hindrance stressor relationships with job attitudes, turnover intentions, turnover, and withdrawal behavior: A meta-analysis. Journal of Applied Psychology, 92(2), 438–454.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903.
Rogg, K. L., Schmidt, D. B., Shull, C., & Schmitt, N. (2001). Human resource practices, organizational climate, and customer satisfaction. Journal of Management, 27(4), 431–449.
Sakurai, K., & Jex, S. M. (2012). Coworker incivility and incivility targets’ work effort and counterproductive work behaviors: The moderating role of supervisor social support. Journal of Occupational Health Psychology, 17(2), 150–161.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi–sample study. Journal of Organizational Behavior, 25(3), 293–315.
Schaufeli, W. B., Taris, T. W., & Van Rhenen, W. (2008). Workaholism, burnout, and work engagement: Three of a kind or three different kinds of employee well-being? Journal of Applied Psychology, 57(2), 173–203.
Siegrist, J. (1996). Adverse health effects of high-effort/low-reward conditions. Journal of Occupational Health Psychology, 1(1), 27–41.
Singh, J., Goolsby, J. R., & Rhoads, G. K. (1994). Behavioral and psychological consequences of boundary spanning burnout for customer service representatives. Journal of Marketing Research, 31(4), 558–569.
Singh, J. (2000). Performance productivity and quality of frontline employees in service organizations. Journal of Marketing, 64(2), 15–34.
Singh, J., Verbeke, W., & Rhoads, G. K. (1996). Do organizational practices matter in role stress processes? A study of direct and moderating effects for marketing-oriented boundary spanners. Journal of Marketing, 60(3), 69–86.
Söderlund, M. (2017). Employee display of burnout in the service encounter and its impact on customer satisfaction. Journal of Retailing & Consumer Services, 37, 168–176.
Sun, L. Y., & Pan, W. (2008). HR practices perceptions, emotional exhaustion, and work outcomes: A conservation‐of‐resources theory in the Chinese context. Human Resource Development Quarterly, 19(1), 55–74.
Tian, Q., Zhang, L., & Zou, W. (2014). Job insecurity and counterproductive behavior of casino dealers—The mediating role of affective commitment and moderating role of supervisor support. International Journal of Hospitality Management, 40, 29–36.
Wang, G., Liu, D., & Wang, X. (2011). Effects of perceived organizational support and guanxi on salesperson performance: The mediation of customer need knowledge. Frontiers of Business Research in China, 5(3), 422–435.
Xu, X. F., Che, H. S., Lin, X. H., & Zhang, J. M. (2005). About the organizational support theory. Psychological Science, 34(1), 130–132.
Yagil, D. (2006). The relationship of service provider power motivation, empowerment and burnout to customer satisfaction. International Journal of Service Industry Management, 17(3), 258–270.
Zellars, K. L., & Perrewé, P. L. (2001). Affective personality and the content of emotional social support: Coping in organizations. Journal of Applied Psychology, 86(3), 459–467.
Zhao, Y. S., & Li, M. (2012). The research on the relationship between the job burnout and turnover intention of post 80s knowledge workers in business—Perceived organizational support as moderator. Shanghai Management Science, 34(3), 75–79.