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Safety or service? : effects of employee prosocial safety-rule-breaking on consumer satisfaction
Shum, Cass; Ghosh, Ankita - In: International journal of hospitality management 103 (2022), pp. 1-10
Persistent link: https://www.econbiz.de/10013209292
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The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction
Jung, Hyo Sun; Yoon, Hye Hyun - In: International journal of hospitality management 30 (2011) 3, pp. 542-550
Persistent link: https://www.econbiz.de/10009130585
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Other consumers in service encounters : a script theoretical perspective
Miao, Li; Mattila, Anna S.; Mount, Dan - In: International journal of hospitality management 30 (2011) 4, pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
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Service encounters and face loss : issues of failures, fairness, and context
Lee, Yun Lok; Sparks, Beverley; Butcher, Ken - In: International journal of hospitality management 34 (2013), pp. 384-393
Persistent link: https://www.econbiz.de/10009767477
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Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li - In: International journal of hospitality management 39 (2014), pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
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How and when authentic leadership promotes prosocial service behaviors : a moderated mediation model
Teng, Hsiu-Yu; O-Yang, Yi - In: International journal of hospitality management 104 (2022), pp. 1-10
Persistent link: https://www.econbiz.de/10013255928
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I'm broken inside but smiling outside : when does workplace ostracism promote pro-social behavior?
Kavitha Haldorai; Kim, Woo Gon; Li, Jun - In: International journal of hospitality management 101 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013271331
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Negative role modeling in hospitality organizations : a social learning perspective on supervisor and subordinate customer-targeted incivility
Xiao, Jincen; Mao, Jih-Yu - In: International journal of hospitality management 102 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013185245
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Workplace incivility in restaurants : who's the real victim? : employee deviance and customer reciprocity
Jin, Dan; Kim, Kawon Kathy; DiPietro, Robin B. - In: International journal of hospitality management 86 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012241505
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Unveiling the cloak of deviance : linguistic cues for psychological processes in fake online reviews
Li, Lin; Lee, Kyung Young; Lee, Minwoo; Yang, Sung-Byung - In: International journal of hospitality management 87 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012241738