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Keywords: Customer-focused voice
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Journal Articles
International Journal of Contemporary Hospitality Management (2023) 35 (9): 3285–3304.
Published: 02 February 2023
...-dimensional operationalization of trust to assess the relationships of trust-related variables with employees’ customer-focused voice and silence. Trust in supervisor alone is not sufficient to capture the meaning of trust in vertical dyads in organizations (Brower et al., 2009). A supervisor...
Includes: Supplementary data
Journal Articles
International Journal of Contemporary Hospitality Management (2021) 33 (10): 3379–3399.
Published: 05 August 2021
...Yung-Kuei Huang; Linchi Kwok Purpose This study aims to assess a moderated-mediation model to account for the relationship between customer mistreatment and frontline hotel employees’ customer-focused voice, where their organization-based self-esteem (OBSE) served as a mediator and their felt...
