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The effect of illegitimate tasks on hospitality employees' service performance : a conservation of resources perspective
Zhao, Lijing; Jolly, Phillip M.; Zhao, Shuming - In: International journal of contemporary hospitality management 35 (2023) 7, pp. 2665-2684
Persistent link: https://www.econbiz.de/10014314836
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Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing; Jolly, Phillip M.; Zhao, Shuming - In: Journal of hospitality marketing & management 32 (2023) 1, pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
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Development and validation of the customer-centered behavior measure
Michel, John W.; Tews, Michael J.; Kavanagh, Michael J. - In: The service industries journal 34 (2014) 13, pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
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Beyond personality: the impact of GMA on performance for entry-level service employees
Tews, Michael J.; Michel, John W.; Lyons, Brian D. - In: Journal of service management 21 (2010) 3, pp. 344-362
Persistent link: https://www.econbiz.de/10003993794