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Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

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Linking authentic leadership to salespeople's service performance : the roles of job crafting and human resource flexibility

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How and when does abusive supervision affect hospitality employees' service sabotage?

Park, Jeongdoo; Kim, Hyun Jeong - In: International journal of hospitality management 83 (2019), pp. 190-197

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Too sleepy to be innovative? : ethical leadership and employee service innovation behavior : s dual-path model moderated by sleep quality

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How leaders exploited the frontline hospitality employees through distress and service sabotage?

Akram, Zubair; Chaudhary, Swati; Akram, Umair; Han, Heesup - In: Journal of travel and tourism marketing 41 (2024) 2, pp. 252-271

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Effects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style

Boukis, Achilleas; Koritos, Christos; Daunt, Kate L.; … - 2022

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hos-pitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, the...

Persistent link: https://www.econbiz.de/10014241228

The inverted-U influence of leader benevolence on extra-role customer service behavior

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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

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Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness

Rescalvo-Martin, Elisa; Gutierrez, Leopoldo; … - In: International journal of hospitality management 117 (2024), pp. 1-12

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Does polychronicity among sales employees develop B2B service recovery? : a dual assessment through ambidextrous leadership

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