Killing the service fire : leader aggressive humour undermines hospitality employees' proactive customer service performance
Year of publication: |
2023
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Authors: | Sun, Zhuanzhuan ; He, Yanzhen ; Liu, Xiao-Xiao ; Ye, Yijiao |
Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 35.2023, 3, p. 933-950
|
Subject: | Leader aggressive humour | Organisation-based self-esteem | Proactive customer service performance | Psychological entitlement | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Performance-Messung | Performance measurement | Krankenhaus | Hospital |
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