Accommodators or non-accommodators? A typology of hotel frontline employees’ attitude towards guests with disabilities
Sign Up to like & getrecommendations! Published in 2019 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2019.03.010
Abstract: Abstract Though studies on the experiences of travellers with disabilities abound, little is known on the attitude and attitudinal functions of frontline employees towards guests with disabilities. Using data from 825 hotel frontline employees in… read more here.
Keywords: guests disabilities; hotel frontline; non accommodators; towards guests ... See more keywords
How and when frontline employees’ environmental values influence their green creativity? Examining the role of perceived work meaningfulness and green HRM practices
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Cleaner Production"
DOI: 10.1016/j.jclepro.2021.127598
Abstract: Abstract Drawing on the supply-value-fit and value-belief-norm theories, this study examines the effect of frontline employees' environmental values on their green creativity, identifying work meaningfulness as a mediating mechanism and green HR practices as a… read more here.
Keywords: employees environmental; creativity; environmental values; work meaningfulness ... See more keywords
Fueling the intrapreneurial spirit: A closer look at how spiritual leadership motivates employee intrapreneurial behaviors
Sign Up to like & getrecommendations! Published in 2021 at "Tourism Management"
DOI: 10.1016/j.tourman.2020.104227
Abstract: Abstract This study enriches the hospitality literature by testing a theoretical model on the direct and indirect (via psychological empowerment) relationships between spiritual leadership and intrapreneurial behaviors among hotels' frontline employees. The study also tests… read more here.
Keywords: spiritual leadership; fueling intrapreneurial; leadership motivates; intrapreneurial behaviors ... See more keywords
Internal communication and the development of customer-oriented behavior among frontline employees
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DOI: 10.1108/ejm-10-2019-0750
Abstract: Purpose Frontline employees (FLEs) are a key source of competitive advantage for organizations and have a significant impact on the quality of customer–firm interactions. This study aims to use the stimulus-organism-response (S-O-R) model as a… read more here.
Keywords: customer; oriented behavior; customer oriented; internal communication ... See more keywords
The effect of socially responsible human resource management (SRHRM) on frontline employees’ knowledge sharing
Sign Up to like & getrecommendations! Published in 2019 at "International Journal of Contemporary Hospitality Management"
DOI: 10.1108/ijchm-09-2018-0769
Abstract: Purpose This study in the hospitality industry aims to explore the underlying mechanisms through which socially responsible human resource management (SRHRM) affects frontline employees’ knowledge sharing, as well as the moderating effects of role conflict… read more here.
Keywords: role; management; srhrm; knowledge sharing ... See more keywords
The influence of customer characteristics on frontline employees’ customer need knowledge
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DOI: 10.1108/jsm-11-2017-0367
Abstract: PurposeThis paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.Design/methodology/approachThe… read more here.
Keywords: customer need; customer; customer characteristics; characteristics frontline ... See more keywords
Corporate social responsibility, employee engagement, well-being and the task performance of frontline employees
Sign Up to like & getrecommendations! Published in 2020 at "Management Decision"
DOI: 10.1108/md-03-2020-0268
Abstract: PurposeThis research examines the role of corporate social responsibility (CSR) in the workplace and its impact on frontline employees’ work-related outcomes. Based on the CSR and human resource management literature, this research formulates and tests… read more here.
Keywords: task performance; frontline employees; support csr; engagement ... See more keywords
Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors
Sign Up to like & getrecommendations! Published in 2020 at "Management Research Review"
DOI: 10.1108/mrr-11-2019-0482
Abstract: Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among… read more here.
Keywords: employees engagement; customer; oriented behaviors; customer oriented ... See more keywords
Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective
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DOI: 10.3390/su15097563
Abstract: With the increasing adoption of frontline service robots (FLSRs) in hospitality workplaces, collaboration between frontline employees (FLEs) and FLSRs has become a necessity. The existing literature focuses on the customer perspective of FLSRs; however, this… read more here.
Keywords: frontline employees; collaboration perspective; service; service robots ... See more keywords