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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
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The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors
Lin, Meizhen; Ling, Qian; Liu, Yanling; Hu, Rong - In: International journal of hospitality management 97 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012820015
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Customer citizenship as a reaction to hotel's fair treatment of staff : service satisfaction as a mediator
Zoghbi-Manrique-de-Lara, Pablo; Suárez-Acosta, Miguel A.; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 190-203
Persistent link: https://www.econbiz.de/10011711584
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Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Fu, Yang; Lu, Mengqian; Huang, Xiaoyu - In: International journal of hospitality management 91 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012389407
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Customer mistreatment behavior and hotel employee organizational citizenship behavior : the mediating role of perceived organizational support
Wen, Ji; Li, Yina; Hou, Pingping - In: Nankai business review international 7 (2016) 3, pp. 322-344
Persistent link: https://www.econbiz.de/10011688313
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How to fuel employees' prosocial behavior in the hotel service encounter
Kang, Hee Jung; Kim, Woo Gon; Choi, Hyung-Min; Li, Yuan - In: International journal of hospitality management 84 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012146203
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Antecedents and outcome of job embeddedness : evidence from four and five-star hotels
Wei Leong Chan; Ho, Jo Ann; Sambasivan, Murali; Ng, Siew Imm - In: International journal of hospitality management 83 (2019), pp. 37-45
Persistent link: https://www.econbiz.de/10012121945
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Promoting hotel employees' work engagement and its service outcomes : the critical role of intrinsic motivation
Grobelna, Aleksandra; Wyszkowska-Wróbel, Ewa - In: International journal of management and economics 59 (2023) 3, pp. 264-274
The purpose of this article is to investigate the relationship between intrinsic job-related motivators and hotel employees' work engagement and to examine how it may correlate with important employees' outcomes, such as the prescribed-role and extra-role customer service. The literature review...
Persistent link: https://www.econbiz.de/10014444716
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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The physical appearance of hotel guests : the impact on service providers’ communication and quality of service
Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14
Persistent link: https://www.econbiz.de/10011413936