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The effect of customer incivility on employees' work effort and intention to quit : mediating role of job satisfaction
Doğantekin, Ali; Boǧan, Erhan; Dedeoğlu, Bekir Bora - In: Tourism management perspectives : TMP 45 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014283435
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Emotional exhaustion and its consequences for hotel service quality : the critical role of workload and supervisor support
Grobelna, Aleksandra - In: Journal of hospitality marketing & management 30 (2021) 4, pp. 395-418
Persistent link: https://www.econbiz.de/10012549261
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Service recovery through empowerment? : HRM, employee performance and job satisfaction in hotels
Hewagama, Gayani; Boxall, Peter F.; Cheung, Gordon; … - In: International journal of hospitality management 81 (2019), pp. 73-82
Persistent link: https://www.econbiz.de/10012128322
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Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels
Hewagama, Gayani; Boxall, Peter; Cheung, Gordon W.; … - 2022
This study tests the argument that human resource management in hotels enhances service-recovery performance and job satisfaction through empowering front-line employees to respond to service failures. After an initial phase of qualitative interviewing, dyadic data were gathered through a...
Persistent link: https://www.econbiz.de/10014030415
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Service quality and the training of employees : the mediating role of organizational commitment
Dhar, Rajib Lochan - In: Tourism management : research, policies, practice 46 (2015), pp. 419-430
Persistent link: https://www.econbiz.de/10010486210
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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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Do psychological captial and work engagement foster frontline employees satisfaction? : a study in the hotel industry
Karatepe, Osman M.; Karadas, Georgiana - In: International journal of contemporary hospitality management 27 (2015) 6, pp. 1254-1278
Persistent link: https://www.econbiz.de/10011403077
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Organizational ethnic diversity's influence on hotel employees' satisfaction, commitment, and turnover intention : gender's moderating role
Hsiao, Aaron; Ma, Emily Jintao; Lloyd, Kathleen; Reid, Sacha - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 1, pp. 76-108
Persistent link: https://www.econbiz.de/10012157315
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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
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The role of sense of calling in the relationships between human resource practices, turnover intention and employee satisfaction in the hotel industry
Davras, Özgür; Davras, Gonca Manap - In: Journal of hospitality and tourism insights 7 (2024) 2, pp. 1031-1049
Persistent link: https://www.econbiz.de/10014526842