教師資料查詢 | 類別: 會議論文 | 教師: 黃詠奎 HUANG, YUNG-KUEI (瀏覽個人網頁)

標題:Customer mistreatment and customer-focused voice behavior: Examining resource-based moderating mechanisms
學年104
學期2
發表日期2016/05/11
作品名稱Customer mistreatment and customer-focused voice behavior: Examining resource-based moderating mechanisms
作品名稱(其他語言)
著者Yung-Kuei Huang; Linchi Kwok
作品所屬單位
出版者
會議名稱14th APacCHRIE Conference
會議地點Bangkok, Thailand
摘要Customer-focused voice behavior serves as an important information source for a hospitality organization to correct problems and make informed decisions. While mistreatment frontline hotel employees experience has become more prevalent, the effect of customer mistreatment as a social stressor on customer-focused voice behavior remains underexplored. The purpose of this study is to investigate the effect of customer mistreatment on customer-focused voice behavior and the moderating effects of emotional intelligence and perceived initiative climate in the relationship between customer mistreatment and customer-focused voice behavior. Convenience and snowball sampling will be employed to collect data from frontline hotel employees in the U.S. The anticipated findings may guide hotel managers to craft interventions aimed at motivating their frontline employees to provide constructive input even when they are frequently exposed to abusive or unfair treatment from customers.
關鍵字Customer-Focused Voice;Customer Mistreatment;Emotional Intelligence;Initiative Climate
語言英文
收錄於
會議性質國際
校內研討會地點
研討會時間20160511~20160513
通訊作者
國別泰國
公開徵稿
出版型式
出處2016 ApacCHRIE Conference Proceedings
相關連結
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