Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico

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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...

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Bibliographic Details
Main Authors:	Santos, Angeli, Mustafa, Michael, Cantu, Ana Ayala
Format:	Article
Language:	English
Published:	Inderscience 2018
Subjects:	Emotional Intelligence OCB Hotels Service Sector
Online Access:	https://eprints.nottingham.ac.uk/51080/

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