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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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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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The effect of emotional climates in leader-follower and employee-customer relationships in a service context
Spiess, Janice Karen Ashia - 2011
Persistent link: https://www.econbiz.de/10009489308
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Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness
Rescalvo-Martin, Elisa; Gutierrez, Leopoldo; … - In: International journal of hospitality management 117 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014457831
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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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Personale und organisationale Prädiktoren von Kundenorientierung und Kundenzufriedenheit : eine Untersuchung im therapeutischen Dienstleistungsbereich
Egold, Nikolai Wassil; Dick, Rolf van; Zapf, Dieter - In: Zeitschrift für Personalpsychologie 8 (2009) 4, pp. 180-190
Persistent link: https://www.econbiz.de/10003889509
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Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions
Wan, Echo Wen; Chan, Kimmy Wa; Chen, Rocky Peng - In: Journal of the Academy of Marketing Science 44 (2016) 6, pp. 746-769
Persistent link: https://www.econbiz.de/10011614103
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Impact of service climate dimensions on customer service quality : test of a multilevel model
Gupta, Amit - In: South Asian journal of management : SAJM 29 (2022) 1, pp. 7-29
Persistent link: https://www.econbiz.de/10013326791
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Emotional labor in hospitality : positive affective displays in service encounters
Li, Jing; Farber Canziani, Bonnie; Barbieri, Carla - In: Tourism and hospitality research : the surrey quarterly … 18 (2018) 2, pp. 242-253
Persistent link: https://www.econbiz.de/10011846887
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The consequences of customer-oriented constructive deviance in luxury-hotel restaurants
Gong, Taeshik; Wang, Chan-Ya; Lee, Kangcheol - In: Journal of retailing and consumer services 57 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012305401