Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico
In the hotel industry, organisational effectiveness and service quality are highly dependent on front-of-house employees’ positive interactions with customers, and their willingness to engage in organisational citizenship behaviours (OCB). Various studies have identified the ability of employees to...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Inderscience
2018
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| Subjects: | |
| Online Access: | https://eprints.nottingham.ac.uk/51080/ |