Narrow search
Showing 1 - 9 of 9
Cover Image
Family ostracism and proactive customer service performance : an explanation from conservation of resources theory
Ye, Yijiao; Zhu, Hong; Chen, Yuanyi; Kwan, Ho Kwong; … - In: Asia Pacific journal of management 38 (2021) 2, pp. 645-667
Persistent link: https://www.econbiz.de/10012542628
Cover Image
Customer sexual harassment and frontline employees' service performance in China
Liu, Xiao-yu; Kwan, Ho Kwong; Chiu, Randy K. - In: Human relations 67 (2014) 3, pp. 333-356
Persistent link: https://www.econbiz.de/10010257744
Cover Image
Abusive supervision and frontline employees' service performance
Jian, Zhaoquan; Kwan, Ho Kwong; Qiu, Qian; Liu, Zhi Qiang; … - In: The service industries journal 32 (2012) 5, pp. 683-698
Persistent link: https://www.econbiz.de/10009535950
Cover Image
The impact of exploitative leadership on frontline hospitality employees' service performance : a social exchange perspective
Wu, Long-Zeng; Sun, Zhuanzhuan; Ye, Yijiao; Kwan, Ho Kwong - In: International journal of hospitality management 96 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012585698
Cover Image
Workplace gossip and frontline employees' proactive service performance
Tian, Qi-tao; Song, Yang; Kwan, Ho Kwong; Li, Xue - In: The service industries journal 39 (2019) 1, pp. 25-42
Persistent link: https://www.econbiz.de/10012203241
Cover Image
Emotional labor and family quality : the role of work-family positive spillover
Liu, Xiao-Yu; Kwan, Ho Kwong; Wu, Long-Zeng; Zheng, … - In: The international journal of human resource management 29 (2018) 6, pp. 1113-1138
Persistent link: https://www.econbiz.de/10011899746
Cover Image
Are humorous frontline employees hotels' secret weapons? : investigating when and why employee sense of humor promotes service performance
Liu, Xinyu; Wu, Long-Zeng; Ye, Yijiao; Kwan, Ho Kwong - In: International journal of hospitality management 118 (2024), pp. 1-10
Persistent link: https://www.econbiz.de/10015069325
Cover Image
The black sheep in hospitality organizations : how and when coworker service sabotage hinders employee service creativity
Lyu, Yijing; Zhu, Hong; Huang, Emily Guohua; Chen, Yuanyi - In: International journal of contemporary hospitality management 36 (2024) 1, pp. 312-328
Persistent link: https://www.econbiz.de/10014483427
Cover Image
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa; Gong, Taeshik; Zhang, Ruixue; Zhou, Mingjian - In: Journal of service research : JSR 20 (2017) 3, pp. 259-274
Persistent link: https://www.econbiz.de/10011736761