Family ostracism and proactive customer service performance: An explanation from conservation of resources theory
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DOI: 10.1007/s10490-019-09677-x
Abstract: Despite the burgeoning interest in work-family conflict, little is known about how family stressors influences employees’ attitudes and behaviors in the workplace. This study focused on family ostracism and investigated its impact on employees’ proactive… read more here.
Keywords: service performance; customer service; family ostracism; family ... See more keywords
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