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 en
收錄於
會議性質 國際
校內研討會地點 無
研討會時間 20160511~20160513
通訊作者
國別 THA
公開徵稿
出版型式
出處 2016 ApacCHRIE Conference Proceedings
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/108072 )