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How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy
Abuelhassan Elshazly Abuelhassan; AlGassim, Ali - In: International journal of contemporary hospitality management 34 (2022) 7, pp. 2579-2596
Persistent link: https://www.econbiz.de/10013412688
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Antecedents and outcome of job embeddedness : evidence from four and five-star hotels
Wei Leong Chan; Ho, Jo Ann; Sambasivan, Murali; Ng, Siew Imm - In: International journal of hospitality management 83 (2019), pp. 37-45
Persistent link: https://www.econbiz.de/10012121945
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Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan; Mattila, Anna S. - In: International journal of hospitality management 33 (2013), pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
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Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP
Saghih, Amir Mohammad Fakoor; Bidokhti, Bahare Sabzevari - In: International journal of services, economics and management 14 (2023) 1, pp. 108-132
Persistent link: https://www.econbiz.de/10014311183
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Exploring the nexus : work-life quality, employee satisfaction, and performance in the hospitality sector
Nair, Girish Karunakaran - In: Journal of business and economic analysis : (JBEA) 6 (2023) 2, pp. 227-251
The purpose of this research is to plug the research gap in the literature that lies in the association of quality of work life (QWL) and employee performance (EMP) in general, and hospitality industry. So, the research tries to develop and test a theoretical model to address the direct and...
Persistent link: https://www.econbiz.de/10015049811
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A reading in cross-cultural service encounter : exploring the relationship between cultural intelligence, employee performance and service quality
Alshaibani, Elham; Bakir, Ali - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 3, pp. 249-263
Persistent link: https://www.econbiz.de/10011760000
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Predictors of customer service training in hospitality firms
Butcher, Ken; Sparks, Beverley; McColl-Kennedy, Janet R. - In: International journal of hospitality management 28 (2009) 3, pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 24 (2014) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10010252064