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Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks

Yavas, Ugur; Karatepe, Osman M.; Avci, Turgay; … - In: International Journal of Bank Marketing 21 (2003) 5, pp. 255-265

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

Persistent link: https://www.econbiz.de/10014759793

Correlates of nonwork and work satisfaction among hotel employees : implications for managers

Yavas, Ugur; Karatepe, Osman M.; Babakus, Emin - In: Journal of hospitality marketing & management 22 (2013) 3/4, pp. 375-406

Persistent link: https://www.econbiz.de/10009767985

The effects of organizational and personal resources on stress, engagement, and job outcomes

Karatepe, Osman M.; Yavas, Ugur; Babakus, Emin; Deitz, … - In: International journal of hospitality management 74 (2018), pp. 147-161

Persistent link: https://www.econbiz.de/10011924635

Work engagement and turnover intentions : correlates and customer orientation as a moderator

Babakus, Emin; Yavas, Ugur; Karatepe, Osman M. - In: International journal of contemporary hospitality management 29 (2017) 6, pp. 1580-1598

Persistent link: https://www.econbiz.de/10011732188

Relative effects of leadership and technology on bank employees' job outcomes

Yavas, Ugur; Jha, Subhash; Babakus, Emin - In: Services marketing quarterly 36 (2015) 2, pp. 173-187

Persistent link: https://www.econbiz.de/10011289990

Interactive effects of personal and organizational resources on frontline bank employees' job outcomes : the mediating role of person-job fit

Sengupta, Aditi Sarkar; Yavas, Ugur; Babakus, Emin - In: The international journal of bank marketing : IJBM 33 (2015) 7, pp. 884-903

Persistent link: https://www.econbiz.de/10011490746

Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators

Jha, Subhash; Balaji, M. S.; Yavas, Ugur; Babakus, Emin - In: European journal of marketing : EJM 51 (2017) 2, pp. 282-303

Persistent link: https://www.econbiz.de/10011661678

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

Perceived organizational support, career satisfaction, and performance outcomes : a study of hotel employees in Cameroon

Karatepe, Osman M. - In: International journal of contemporary hospitality management 24 (2012) 5, pp. 735-752

Persistent link: https://www.econbiz.de/10009568731

Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?

Karatepe, Osman M. - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 4-26

Persistent link: https://www.econbiz.de/10010516553