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Customer and employee incivility and its causal effects in the hospitality industry

Torres, Edwin N.; Van Niekerk, Mathilda; Orlowski, Marissa - In: Journal of hospitality marketing & management 26 (2017) 1, pp. 48-66

Persistent link: https://www.econbiz.de/10011669662

Improving frontline service employees' innovative behavior using conflict management in the hospitality industry : the mediating role of engagement

Jung, Hyo Sun; Yoon, Hye Hyun - In: Tourism management : research, policies, practice 69 (2018), pp. 498-507

Persistent link: https://www.econbiz.de/10011903598

Service sabotage in hospitality : a meta-analytic review

Liu, Mingwei; Zhang, Pengcheng; Gui, Chenglin; Lei, Chao; … - In: Journal of hospitality marketing & management 31 (2022) 8, pp. 984-1008

Persistent link: https://www.econbiz.de/10013459486

Extra-role service under pressure in the hospitality industry : the role of mindfulness

Rescalvo-Martin, Elisa; Gutierrez, Leopoldo; … - In: Tourism management perspectives : TMP 44 (2022), pp. 1-16

Persistent link: https://www.econbiz.de/10013494151

When can empowering leadership foster intrinsic motivation and proactive performance in the tourism and hospitality industry? : a moderated mediation model

Abuelhassan Elshazly Abuelhassan; Alharbi, Sultan Sabar; … - In: International journal of hospitality management 122 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015072536

Using ethical leadership to reduce job stress and improve performance quality in the hospitality industry

Schwepker, Charles H. <Jr.>; Dimitriou, Christina K. - In: International journal of hospitality management 94 (2021), pp. 1-11

Persistent link: https://www.econbiz.de/10012495093

The effect of ethical leadership on service sabotage

Yesiltas, Murat; Tuna, Muharrem - In: The service industries journal 38 (2018) 15/16, pp. 1133-1159

Persistent link: https://www.econbiz.de/10011977445

Leader behavior, job performance, and service quality : ethical perspective from banking sector

Onan, Gaye; Özmen, Ömür N.; Firuzan, Esin - In: Istanbul business research 52 (2023) 1, pp. 161-183

This study aimed to examine the relationships between ethical leadership behavior, ethical work climate, employee job performance, and customer service quality. The impact of ethical leadership on three types of ethical climates-egoist, benevolent, and principled-, employee job performance, and...

Persistent link: https://www.econbiz.de/10014330430

The role of customer perceived ethicality in explaining the impact of incivility among employees on customer unethical behavior and customer citizenship behavior

Huang, Yu-Shan; Wei, Shuqin; Ang, Tyson - In: Journal of business ethics : JBE 178 (2022) 2, pp. 519-535

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus-organism-response paradigm, this study examines how witnessing incivility among employees can serve as a...

Persistent link: https://www.econbiz.de/10013270022

Leading ethically to shape service-oriented organizational citizenship behavior among tourism salespersons : dual mediation paths and moderating role of service role identity

Luu Trong Tuan; Vu Thanh Ngan - In: Journal of retailing and consumer services 60 (2021), pp. 1-14

Persistent link: https://www.econbiz.de/10012502636