The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Yijing Lyu, Xing Zhou, Weiwen Li, Junbao Wan, Jie Zhang and Canhua Qiu
| Year of publication: |
2016
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|---|---|
| Authors: | Lyu, Yijing ; Zhou, Xing ; Li, Weiwen ; Wan, Junbao ; Zhang, Jie ; Qiu, Canhua |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 28.2016, 9, p. 1992-2012
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| Subject: | Hotel industry | Customer service | Abusive supervision | Collectivism | Organizational identification | Proactive customer service performance | Hotellerie | Kundenservice | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJCHM-03-2015-0128 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011624205