.... Design/methodology/approach A mix-mode quantitative survey collected data from 818 frontline employees in 14 upscale hotels across China. Data were analyzed using structural equation modeling to test the research hypotheses. Findings Results suggest that customer cooperation influences employees...

... motivating followers to transcend their own self-interests to work for the collective good of the organization, often with extraordinary effects (Bass, 1985 ; Wang et al., 2011). TLS is particularly important within the hotel industry, especially in upscale hotels, which are labor intensive...