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accessRights:"restricted"
~isPartOf:"International journal of hospitality management"
~person:"Chang, Kuo-Chien"
~person:"Cheng, Bao"
~person:"Kruesi, Michael Alexander"
~subject:"Arbeitsverhalten"
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Arbeitsverhalten
Customer satisfaction
4
Customer service
4
Dienstleistungsqualität
4
Kundenservice
4
Kundenzufriedenheit
4
Service quality
4
Work behaviour
4
Beziehungsmarketing
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Relationship marketing
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Consumer behaviour
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Customer incivility
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Emotion
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Hotel industry
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Hotellerie
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Konsumentenverhalten
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Salespeople
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Tourism employees
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Tourismusberufe
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Verkaufspersonal
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Anger
1
Arbeitskräfte
1
Arbeitsleistung
1
Arbeitszufriedenheit
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Behavioral intention
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Betriebsklima
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Brand authenticity (BA)
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Brand management
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Brand-value fit (BVF)
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Cognition
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Cognitive appraisal theory
1
Customer emotion
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Employee engagement
1
Employee retention
1
Firm performance
1
Frontline employee
1
Generating ideas for service improvement (GISI)
1
Hostile attribution bias
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Hotel
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Hotel frontline employees
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Chang, Kuo-Chien
Cheng, Bao
Kruesi, Michael Alexander
Babalola, Mayowa
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Chen, Haixiao
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Dong, Yun
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Fu, Yang
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Guo, Gongxing
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Guo, Yulang
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Gutierrez, Leopoldo
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Hu, Rong
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Huang, Xiaoyu
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Karatepe, Osman M.
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Kim, Haemi
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Kim, Peter Beomcheol
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Kim, Seongseop
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Kim, Seontaik
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Kwan, Ho Kwong
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Lai, Jennifer Y. M.
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Lam, Long W.
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Li, Dongmei
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Li, Shanshi
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Lin, Derong
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Lin, Meizhen
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Ling, Qian
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Liu, Canmian
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Liu, Yanling
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Lloréns-Montes, Francisco Javier
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Lu, Mengqian
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Medler-Liraz, Hana
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Qu, Hailin
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Rahaman, H. M. Saidur
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Rescalvo-Martin, Elisa
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International journal of hospitality management
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ECONIS (ZBW)
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1
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
2
Does customer incivility undermine employees' service performance?
Cheng, Bao
;
Dong, Yun
;
Zhou, Xing
;
Guo, Gongxing
;
Peng, Yan
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
Saved in:
3
An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop
;
Kim, Peter Beomcheol
;
Kim, Seontaik
; …
- In:
International journal of hospitality management
84
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
Saved in:
4
Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien
- In:
International journal of hospitality management
53
(
2016
),
pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
Saved in:
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