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The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors
Lin, Meizhen; Ling, Qian; Liu, Yanling; Hu, Rong - In: International journal of hospitality management 97 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012820015
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Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience
Al-Hawari, Mohd Ahmad; Bani-Melhem, Shaker; Quratulain, … - In: Journal of business and psychology 35 (2020) 2, pp. 223-240
Persistent link: https://www.econbiz.de/10012226862
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop; Kim, Peter Beomcheol; Kim, Seontaik; … - In: International journal of hospitality management 84 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
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Customer service quality, emotional brand attachment and customer citizenship behaviors : findings from an emerging higher education market
Sharif, Khurram; Lemine, Mouna Sidi - In: Journal of marketing for higher education 34 (2024) 1, pp. 18-43
Persistent link: https://www.econbiz.de/10014566927
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Customer mistreatment behavior and hotel employee organizational citizenship behavior : the mediating role of perceived organizational support
Wen, Ji; Li, Yina; Hou, Pingping - In: Nankai business review international 7 (2016) 3, pp. 322-344
Persistent link: https://www.econbiz.de/10011688313
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The impact of individual characteristics towards employee performance of millennial employees : the moderating effect of training
Ilhami, Susanti Dwi; Armanu, Armanu; Noermijati, Noermijati - 2020
Persistent link: https://www.econbiz.de/10012266507
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Workplace civility training : understanding drivers of motivation to learn
Walsh, Benjamin M.; Magley, Vicki J. - In: International journal of human resource management 31 (2020) 17, pp. 2165-2187
Persistent link: https://www.econbiz.de/10012313506