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Predicting proactive service performance : the role of employee engagement and positive emotional labor among frontline hospitality employees
Muhammad Zia Aslam; Mohammad Nazri Mohd Nor; Safiah Omar; … - In: Cogent business & management 7 (2020) 1, pp. 1-19
While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to...
Persistent link: https://www.econbiz.de/10012627543
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The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo; Geng, Ruoqi; Hong, Zhisheng; Song, Wenhao; … - In: International journal of hospitality management 88 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
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Enhancing employee innovation through customer engagement : the role of customer interactivity, employee affect, and motivations
Xu, Feng Zeng; Wang, Ying - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 2, pp. 351-376
Persistent link: https://www.econbiz.de/10012201367
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Motivation, pay satisfaction, and job satisfaction of front-line employees
Stringer, Carolyn; Didham, Jeni; Theivananthampillai, Paul - In: Qualitative research in accounting & management : QRAM 8 (2011) 2, pp. 161-179
Persistent link: https://www.econbiz.de/10009239517
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Control mechanisms and goal orientations : evidence from frontline service employees
Alencar Rodrigues, Luiza Cristina; Coelho, Filipe; … - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 350-371
Persistent link: https://www.econbiz.de/10011309600
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Engaged customers as job resources or demands for frontline employees?
Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10011528307
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Understanding the relationship between frontline employee boreout and customer orientation
Stock-Homburg, Ruth - In: Journal of business research : JBR 69 (2016) 10, pp. 4259-4268
Persistent link: https://www.econbiz.de/10011554145
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Determinants of frontline employee engagement and their influence on service performance
Chen, Shou-Wei; Peng, Jui-Chen - In: International journal of human resource management 32 (2021) 5, pp. 1062-1085
Persistent link: https://www.econbiz.de/10012483932
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The role of climate : implications for service employee engagement and customer service performance
Mengüç, Bülent; Auh, Seigyoung; Yeniaras, Volkan; … - In: Journal of the Academy of Marketing Science 45 (2017) 3, pp. 428-451
Persistent link: https://www.econbiz.de/10011685008
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The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas; Van Vaerenbergh, Yves; Lunardo, Renaud; … - In: Journal of retailing 95 (2019) 2, pp. 115-129
Persistent link: https://www.econbiz.de/10012102960