Zoghbi-Manrique-de-Lara, Pablo; Guerra-Báez, Rita M. - In: International Journal of Organizational Analysis 24 (2016) 3, pp. 471-486
Purpose This paper aims to model staff reactions to a hotel based on the way they perceive hotel’s treatment of customers. It suggests that employees are not motivated to help abused customers in the form of customer-oriented behaviors (COBs) until employees also feel that they are victims of...