Wu, Long-Zeng; Ye, Yijiao; Cheng, Xuan-Mei; Kwan, Ho Kwong - In: International Journal of Contemporary Hospitality Management 32 (2020) 5, pp. 1755-1773
Purpose: Drawing from self-determination theory, this study aims to examine the effect of leader humor on frontline hospitality employees’ service performance and proactive customer service performance (PCSP) via harmonious passion (HP) for work with employee neuroticism as the moderating...