Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture

Anqi Luo, Priyanko Guchait, Lindsey Lee, Juan M. Madera

Year of publication:	2019
Authors:	Luo, Anqi ; Guchait, Priyanko ; Lee, Lindsey ; Madera, Juan M.
Published in:	International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 77.2019, p. 31-39
Subject:	Emotional labor \| Transformational leadership \| Service recovery performance \| Culture \| Führungsstil \| Leadership style \| Emotion \| Dienstleistungsqualität \| Service quality \| Unternehmenskultur \| Corporate culture \| Beschwerdemanagement \| Complaint management \| Taiwan \| Kulturelle Identität \| Cultural identity \| Arbeitszufriedenheit \| Job satisfaction

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