Are humorous frontline employees hotels' secret weapons? : investigating when and why employee sense of humor promotes service performance
Xinyu Liu, Long-Zeng Wu, Yijiao Ye, Ho Kwong Kwan
| Year of publication: |
2024
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|---|---|
| Authors: | Liu, Xinyu ; Wu, Long-Zeng ; Ye, Yijiao ; Kwan, Ho Kwong |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 118.2024, Art.-No. 103667, p. 1-10
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| Subject: | Customer contact frequency | Employee sense of humor | Person-service job fit | Service performance | Humor | Dienstleistungsqualität | Service quality | Hotellerie | Hotel industry | Kundenservice | Customer service | Arbeitsverhalten | Work behaviour | Arbeitszufriedenheit | Job satisfaction | Arbeitskräfte | Workforce | Verkaufspersonal | Salespeople | Performance-Messung | Performance measurement | Leistungsmotivation | Work motivation |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2023.103667 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015069325