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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

Hotels

Great Britain / Dept. of Employment - 1971

Persistent link: https://www.econbiz.de/10000348658

The physical appearance of hotel guests : the impact on service providers’ communication and quality of service

Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14

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The trickle-down effect of servant leadership on frontline employee service behaviors and performance : a multilevel study of Chinese hotels

Ling, Qian; Lin, Meizhen; Wu, Xiaoyi - In: Tourism management : research, policies, practice 52 (2016), pp. 341-368

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Hotel Spa managers' perceptions of service quality in Greece

Bakirtzoglou, Panteleimon; Vryoni, Spyridoula; Ioannou, … - In: Serbian journal of management : an international … 13 (2018) 2, pp. 323-334

Persistent link: https://www.econbiz.de/10012137207

Customer engagement in the hotel industry : perceptions of hotel staff and guests

Järvi, Henna - In: International journal of business innovation and research 18 (2019) 1, pp. 109-127

Persistent link: https://www.econbiz.de/10011982392

Good or bad staff? : hotel employees' core self-evaluations impacting service effort and service sabotage considering leader-member exchange moderation

Dai, You-De; Zhuang, Wen-Long; Hsu, Shih-Yun; Huan, … - In: Tourism management perspectives : TMP 32 (2019), pp. 1-9

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The relationships between national identity, hospitality, and satisfaction among foreign hotel guests

Ariffin, Ahmad Azmi M.; Nameghi, Ehsaneh Nejad Mohammad; … - In: Journal of travel and tourism marketing 32 (2015) 5/6, pp. 778-793

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Examination of factors affecting hotel employees' service orientation : an emotional labor perspective

Lee, JungHoon; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 39 (2015) 4, pp. 437-468

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The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry

Lyu, Yijing; Zhou, Xing; Li, Weiwen; Wan, Junbao; Zhang, Jie - In: International journal of contemporary hospitality management 28 (2016) 9, pp. 1992-2012

Persistent link: https://www.econbiz.de/10011624205