Customer mistreatment and customer-focused voice behavior: Examining resource-based moderating  mechanisms

淡江大學機構典藏 > 全球化研究與發展學院 > 國際觀光管理學系全英語學士班 > 會議論文 > Item 987654321/108072

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题名:	Customer mistreatment and customer-focused voice behavior: Examining resource-based moderating mechanisms
作者:	Huang, Yung-Kuei;Kwok, Linchi
关键词:	Customer-Focused Voice;Customer Mistreatment;Emotional Intelligence;Initiative Climate
日期:	2016-05-11
上传时间:	2016-10-22 02:12:29 (UTC+8)
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.
關聯:	2016 ApacCHRIE Conference Proceedings
显示于类别:	[國際觀光管理學系全英語學士班] 會議論文

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