Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees

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Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees

This paper explores a model of the effects of empowerment, training, and reward on frontline employees' service recovery performance, job satisfaction, and turnover intentions. Data were collected using questionnaires. The hotel industry was chosen as the platform being surveyed due to the boun...

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Bibliographic Details
Main Authors:	Nik Mohd Masdek, Nik Rozana, Abdul Aziz, Yuhanis, Awang, Khairil Wahidin
Format:	Article
Language:	English
Published:	Universiti Putra Malaysia Press 2011
Online Access:	http://psasir.upm.edu.my/id/eprint/40654/ http://psasir.upm.edu.my/id/eprint/40654/1/8.pdf

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