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Keywords: Employees’ prosocial service behavior
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Journal Articles
How does customer cooperation affect employees’ prosocial service behavior in upscale Chinese hotels? An affective social exchange perspective
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International Journal of Contemporary Hospitality Management (2022) 34 (6): 2071–2091.
Published: 31 March 2022
...Ying Wang; Yun Zhang; Feng Zeng Xu Purpose Guided by the affect theory of social exchange, this study aims to examine the affective process underlying the impact of customer cooperation on hotel frontline employees’ prosocial service behavior. Job autonomy was tested as a boundary condition...
