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Customer and employee incivility and its causal effects in the hospitality industry
Torres, Edwin N.; Van Niekerk, Mathilda; Orlowski, Marissa - In: Journal of hospitality marketing & management 26 (2017) 1, pp. 48-66
Persistent link: https://www.econbiz.de/10011669662
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The role of customer perceived ethicality in explaining the impact of incivility among employees on customer unethical behavior and customer citizenship behavior
Huang, Yu-Shan; Wei, Shuqin; Ang, Tyson - In: Journal of business ethics : JBE 178 (2022) 2, pp. 519-535
Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus-organism-response paradigm, this study examines how witnessing incivility among employees can serve as a...
Persistent link: https://www.econbiz.de/10013270022
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The consequences of customer-oriented constructive deviance in luxury-hotel restaurants
Gong, Taeshik; Wang, Chan-Ya; Lee, Kangcheol - In: Journal of retailing and consumer services 57 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012305401
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Corporate social responsibility authenticity as an antecedent to customer citizenship behavior : evidence from hospitality industry in Taiwan
Dung Minh Nguyen; Chiu, Yen-Ting Helena - In: Journal of hospitality marketing & management 32 (2023) 4, pp. 477-504
Persistent link: https://www.econbiz.de/10014281024
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Effect of service quality on the profitability of hospitality industry : a dynamic panel data analysis in Taiwan
Lee, Cheng-Wen; Chou, Chin-Mei - In: The empirical economics letters : a monthly … 13 (2014) 10, pp. 1045-1053
Persistent link: https://www.econbiz.de/10010527323
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An approach to define service strategies : the case of an ecotourism hotel in Mexico
Landa-Zárate, Margarito; Fernández-Echeverría, Eduardo; … - In: Journal of industrial engineering and management : JIEM 17 (2024) 1, pp. 182-195
Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...
Persistent link: https://www.econbiz.de/10015066169
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The effects of job satisfaction and ethical climate on service quality in elderly care : the case of Taiwan
Chao, Chih-Yang; Ku, Pei-Yu; Wang, Yi-Ting; Lin, Yen-Hui - In: Total quality management & business excellence : an … 27 (2016) 3/4, pp. 339-352
Persistent link: https://www.econbiz.de/10011558677
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Restaurant employee service sabotage and customer deviant behaviors : the moderating role of corporate reputation
Hu, Hsin-Hui Hu; Lai, Hung-Sheng; King, Brian - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 7, pp. 1126-1152
Persistent link: https://www.econbiz.de/10012259629
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From satisfied to memorable : an empirical study of service and experience dimensions on guest outcomes in the hospitality industry
Sipe, Lori J.; Testa, Mark R. - In: Journal of hospitality marketing & management 27 (2018) 2, pp. 178-195
Persistent link: https://www.econbiz.de/10011848342
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Role of service quality and customer satisfaction in firm's performance : evidence from Pakistan hotel industry
Shah, Syed Naseeb Ullah; Jan, Shahid; Baloch, Qadar Bakhsh - In: Pakistan journal of commerce and social sciences 12 (2018) 1, pp. 167-182
The purpose of the study is to investigate the effect of customer's satisfaction and service quality towards the hotels' performance by applying SERVQUAL model. The data was collected from the 1429 hotel customers of selected cities of Khyber Pakhtunkhwa (Peshawar, Swat, Chitral, Naran,...
Persistent link: https://www.econbiz.de/10011934091