The Impact of High-Commitment HR Practices on Hotel Employees’ Proactive Customer Service Performance
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DOI: 10.1177/1938965516649053
Abstract: To explore the organizational antecedents of proactive customer service performance (PCSP), we developed and tested a multi-level model of the impact of high-commitment human resource (HR) practices on PCSP in the hospitality industry. Drawing on… read more here.
Keywords: customer service; commitment; proactive customer; commitment practices ... See more keywords