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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo; Khoo-Lattimore, Catheryn; Huey Chern Boo - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
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The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior : a moderated mediation model
Orlowski, Marissa; Bufquin, Diego; Nalley, Michael E. - In: The Cornell hospitality quarterly 62 (2021) 2, pp. 261-275
Persistent link: https://www.econbiz.de/10012520151
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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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The "mask effect" on the tips that customers leave restaurant servers
Brewster, Zachary W.; Gourlay, Kenneth - In: International journal of hospitality management 99 (2021), pp. 1-9
Persistent link: https://www.econbiz.de/10013328028
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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
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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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Customers’ perceptions of service quality : do servers’ age stereotypes matter?
Luoh, Hsiang-fei; Tsaur, Sheng-hshiung - In: International journal of hospitality management 30 (2011) 2, pp. 283-289
Persistent link: https://www.econbiz.de/10008907646
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Restaurant servers' perceptions of customer tipping intentions
McCall, Michael; Lynn, Ann - In: International journal of hospitality management 28 (2009) 4, pp. 594-596
Persistent link: https://www.econbiz.de/10003875822
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The effect of physical distance between patrons and servers on tipping
Jacob, Céline; Guéguen, Nicolas - In: Journal of hospitality & tourism research : JHTR ; the … 36 (2012) 1, pp. 25-31
Persistent link: https://www.econbiz.de/10009504066