Narrow search
Showing 1 - 10 of 10
Cover Image
Why do frontline employees speak up on behalf of customers? : the influence of supervisors versus coworkers and the role of intrapersonal factors
Gazzoli, Gabriel; Shabazz, Siddeeq M.; Arnold, Todd J.; … - In: Journal of business research : JBR 156 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10013534229
Cover Image
Explaining why employee-customer orientation influences customers' perceptions of the service encounter
Gazzoli, Gabriel; Hancer, Murat; Kim, Peter Beomcheol - In: Journal of service management 24 (2013) 4, pp. 382-400
Persistent link: https://www.econbiz.de/10009790197
Cover Image
Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol; Gazzoli, Gabriel; Qu, Halin; Kim, … - In: Journal of hospitality marketing & management 25 (2016) 3/4, pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
Cover Image
Pushing forward high-performance work systems in the hotel industry : a procedural-justice climate to promote higher unit-level outcomes
Yang, Jaewan; Kim, Youngsang; Kim, Peter Beomcheol - In: Tourism management : research, policies, practice 87 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012648431
Cover Image
Customer-driven menu analysis (CDMA) : capturing customer voice in menu management
Nemeschansky, Ben; Von der Heidt, Tania; Kim, Peter … - In: International journal of hospitality management 91 (2020), pp. 1-14
Persistent link: https://www.econbiz.de/10012389839
Cover Image
Effects of service experience attributes on customer attitudes and behaviours : the case of New Zealand café industry
Zhang, Miao; Kim, Peter Beomcheol; Goodsir, Warren - In: Journal of hospitality marketing & management 28 (2019) 1, pp. 28-50
Persistent link: https://www.econbiz.de/10012176568
Cover Image
An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop; Kim, Peter Beomcheol; Kim, Seontaik; … - In: International journal of hospitality management 84 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
Cover Image
Stay away from fickle supervisor! : supervisors' behavioral fluctuation diminishing the effect of job embeddedness on employees' service behavior
Park, In-Jo; Zhu, Dan; Doan, Tin; Kim, Peter Beomcheol - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547712
Cover Image
How capricious supervisors affect hospitality employees' service performance? : a diary study from the employees' emotional perspective
Park, In-Jo; Hai, Shenyang; Kim, Peter Beomcheol - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 8, pp. 1371-1398
Persistent link: https://www.econbiz.de/10014424405
Cover Image
The moments of truth : a qualitative exploration of service interactions between employees with disabilities in the food service industry, and their customers
Doan, Tin; Mooney, Shelagh; Kim, Peter Beomcheol - In: International journal of hospitality management 115 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014487591