Antecedents of job embeddedness and its effect on proactive customer service performance of frontline employees in the hospitality industry

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Antecedents of job embeddedness and its effect on proactive customer service performance of frontline employees in the hospitality industry

The highly competitive hospitality business environment and the ever rising customer expectations have urged scholars and managers to pay constant attention to employees’ customer service performance. On top of in-role behaviours, employees are expected to proactively demonstrate extra-role behaviou...

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Bibliographic Details
Main Author:	Chan, Wei Leong
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Employees - Attitudes Hospitality industry - Customer services Tourism - Customer services
Online Access:	http://psasir.upm.edu.my/id/eprint/84120/ http://psasir.upm.edu.my/id/eprint/84120/1/GSM%202019%2014%20-%20IR.pdf

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