Kim, Taegoo (Terry); Karatepe, Osman M.; Lee, Gyehee; … - In: International Journal of Contemporary Hospitality Management 29 (2017) 6, pp. 1638-1657
Purpose This study aims to investigate quality of work life (QWL) as a partial mediator of the impact of psychological capital (PsyCap) on service recovery performance (SRP) and turnover intentions (TI). Design/methodology/approach Data were obtained from 288 frontline employees in ten five-star...