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Correlates of nonwork and work satisfaction among hotel employees : implications for managers

Yavas, Ugur; Karatepe, Osman M.; Babakus, Emin - In: Journal of hospitality marketing & management 22 (2013) 3/4, pp. 375-406

Persistent link: https://www.econbiz.de/10009767985

Testing a branch performance model in a New Zealand bank

Yavas, Ugur; Babakus, Emin; Ashill, Nicholas J. - In: The journal of services marketing 24 (2010) 5, pp. 369-377

Persistent link: https://www.econbiz.de/10008653368

Relationships between organizational support, customer orientation, and work outcomes ; a study of frontline bank employees

Yavas, Ugur; Babakus, Emin - In: The international journal of bank marketing : IJBM 28 (2010) 3, pp. 222-238

Persistent link: https://www.econbiz.de/10008696406

The role of customer orientation as a moderator of the job demand-burnout-performance relationship : a surface-level trait perspective

Babakus, Emin; Yavas, Ugur; Ashill, Nicholas J. - In: Journal of retailing 85 (2009) 4, pp. 480-492

Persistent link: https://www.econbiz.de/10003930089

The role of corporate image for quality in the formation of attitudinal service loyalty

Jha, Subhash; Deitz, George D.; Babakus, Emin; Yavas, Ugur - In: Journal of service research : JSR 16 (2013) 2, pp. 155-170

Persistent link: https://www.econbiz.de/10009774887

Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators

Jha, Subhash; Balaji, M. S.; Yavas, Ugur; Babakus, Emin - In: European journal of marketing : EJM 51 (2017) 2, pp. 282-303

Persistent link: https://www.econbiz.de/10011661678

Effects of frontline employee role overload on customer responses and sales performance

Jha, Subhash; Balaji, M.S.; Yavas, Ugur; Babakus, Emin - In: European Journal of Marketing 51 (2017) 2, pp. 282-303

Purpose Using the basic framework of the service profit chain, this study aims to develop an integrated model that explains the relationships among role overload (RO), customer orientation (CO), service interaction quality (IQ), customer satisfaction (CS) and sales performance....

Persistent link: https://www.econbiz.de/10014723487

Testing a branch performance model in a New Zealand bank

Yavas, Ugur; Babakus, Emin; Ashill, Nicholas J. - In: Journal of Services Marketing 24 (2010) 5, pp. 369-377

Purpose – This study aims to develop and test a comprehensive model that begins with management commitment/concern and progresses through intermediate links of service climate and in‐role frontline employee (FLE) performance to customer satisfaction and eventually to sales performance....

Persistent link: https://www.econbiz.de/10014905302

Customer incivility and employees' outcomes in the hotel : testing the mediating role of emotional exhaustion

Alola, Uju Violet; Olugbade, Olusegun A.; Avci, Turgay; … - In: Tourism management perspectives : TMP 29 (2019), pp. 9-17

Persistent link: https://www.econbiz.de/10011998017

Service quality, customer satisfaction and loyalty : the moderating role of gender

Karatepe, Osman M. - In: Journal of business economics and management 12 (2011) 2, pp. 278-300

Persistent link: https://www.econbiz.de/10009533070