Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Peter Beomcheol Kim (School of Hospitality and Tourism, Auckland University of Technology, Auckland, New Zealand), Gabriel Gazzoli (Department of Marketing, Oklahoma State University, Stillwater, Oklahoma), Halin Qu (School of Hotel and Restaurant Adminstration, Oklahoma State University, Stillwater, Oklahoma), Chloe Shinae Kim (School of Hospitality and Tourism, Auckland University of Technology, Auckland, New Zealand)
| Year of publication: |
April-June 2016
|
|---|---|
| Authors: | Kim, Peter Beomcheol ; Gazzoli, Gabriel ; Qu, Halin ; Kim, Chloe Shinae |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 25.2016, 3/4, p. 425-448
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| Subject: | leader-member exchange (LMX) | job satisfaction | interaction quality | service quality | customer loyalty | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Führungsstil | Leadership style | Verkaufspersonal | Salespeople | Arbeitsleistung | Job performance | Arbeitsbeziehungen | Employment relations |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2015.1034826 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011499261