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Why do frontline employees speak up on behalf of customers? : the influence of supervisors versus coworkers and the role of intrapersonal factors
Gazzoli, Gabriel; Shabazz, Siddeeq M.; Arnold, Todd J.; … - In: Journal of business research : JBR 156 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10013534229
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Psychological empowerment and life satisfaction : the mediating effect of organisational citizenship behaviour
Vijayalakshmi, P. - In: International journal of business innovation and … 31 (2023) 3, pp. 339-355
Persistent link: https://www.econbiz.de/10014336930
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Linking error management practices with call center employees' helping behaviors and service recovery performance
Afsar, Bilal; Ali, Zeeshan; Mir, Dost; Safdar, Umar - In: Pakistan journal of commerce and social sciences 11 (2017) 1, pp. 185-205
Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and...
Persistent link: https://www.econbiz.de/10011930260
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Analysis of teachers' task and extra-role performance under different autonomy regimes
Duyar, Ibrahim; Ras, Nancy; Pearson, Carolyn L. - In: The international journal of productivity and … 64 (2015) 4, pp. 499-522
Persistent link: https://www.econbiz.de/10011302851
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The influence of employee goal orientations and employee self-efficacy on perceived service quality
Bodouva, Jamie J. - In: International journal of management and marketing … 8 (2015) 2, pp. 37-51
Persistent link: https://www.econbiz.de/10011384525
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The impact of job insecurity on critical hotel employee outcomes : the mediating role of self-efficacy
Etehadi, Bahar; Karatepe, Osman M. - In: Journal of hospitality marketing & management 28 (2019) 6, pp. 665-689
Persistent link: https://www.econbiz.de/10012176680
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Speaking up because it's my brand : examining employee brand psychological ownership and voice behavior in hospitality organizations
Xiong, Lina; So, Kevin Kam Fung; Wu, Luorong; King, Ceridwyn - In: International journal of hospitality management 83 (2019), pp. 274-282
Persistent link: https://www.econbiz.de/10012122098
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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
Persistent link: https://www.econbiz.de/10012122071
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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
Persistent link: https://www.econbiz.de/10014513639
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An empirical investigation of psychological capital among flight attendants
Karatepe, Osman M.; Talebzadeh, Niusha - In: Journal of air transport management 55 (2016), pp. 193-202
Persistent link: https://www.econbiz.de/10011547849