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Why do frontline employees speak up on behalf of customers? : the influence of supervisors versus coworkers and the role of intrapersonal factors
Gazzoli, Gabriel; Shabazz, Siddeeq M.; Arnold, Todd J.; … - In: Journal of business research : JBR 156 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10013534229
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Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Xie, Lishan; Liu, Canmian; Li, Dongmei - In: International journal of hospitality management 106 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013383252
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Reenergizing through angel customers : cross-cultural validation of customer-driven employee citizenship behavior
Ma, Emily Jintao; Wang, Yao-Chin; Qu, Hailin - In: The Cornell hospitality quarterly 63 (2022) 3, pp. 334-349
Persistent link: https://www.econbiz.de/10013387202
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Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing; Jolly, Phillip M.; Zhao, Shuming - In: Journal of hospitality marketing & management 32 (2023) 1, pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
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Can customer participation promote hospitality frontline employees' extra-role service behavior?
Xu, Angela J.; Zhu, Ting Ting; Loi, Raymond; Chow, … - In: International journal of contemporary hospitality management 35 (2023) 1, pp. 218-234
Persistent link: https://www.econbiz.de/10013546042
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Killing the service fire : leader aggressive humour undermines hospitality employees' proactive customer service performance
Sun, Zhuanzhuan; He, Yanzhen; Liu, Xiao-Xiao; Ye, Yijiao - In: International journal of contemporary hospitality management 35 (2023) 3, pp. 933-950
Persistent link: https://www.econbiz.de/10013546094
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What's wrong with different empowerment? : the effect of differentiated empowering leadership on employee proactive service
Dong, Yanan; Zhao, Xinyuan; Yuan, Yuan; Dong, Huijuan; … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 7, pp. 1187-1214
Persistent link: https://www.econbiz.de/10014366188
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Employees' proactive customer service performance in hospitality : impacts of customer mistreatment and team performance pressure
Jiang, Jing; Yuan, Yuan; Dong, Yanan; Dong, Huijuan - In: Tourism review 78 (2023) 6, pp. 1414-1432
Persistent link: https://www.econbiz.de/10014511717
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Exploring the interplay between frontline employees' humour styles in service encounters
Oliveira, Eduardo - In: Journal of marketing management : JMM ; journal of the … 40 (2024) 1/2, pp. 129-150
Persistent link: https://www.econbiz.de/10014549727
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Work engagement as a key driver of quality of care : a study with midwives
Freeney, Yseult; Fellenz, Martin R. - In: Journal of health organization and management 27 (2013) 3, pp. 330-349
Persistent link: https://www.econbiz.de/10009769592