The impact of customer incivility on employee outcomes in the hotel industry with the moderating role of organizational control: The case of two seasons hotel and resorts

• Main Authors: Cea, Selena F., Fundales, Maria Noella Coreen C., Peñaloza, Aliyah C., So, Kimberlyn Mae Y.
• 格式: text
• 語言: English
• 出版: Animo Repository 2023
• 主題: Consumer behavior; Customer relations; Hotels—Customer services; Hospitality Administration and Management
• 在線閱讀: https://animorepository.dlsu.edu.ph/etdb_dsi/149; https://animorepository.dlsu.edu.ph/context/etdb_dsi/article/1156/viewcontent/The_Impact_of_Customer_Incivility2_on_Employee_Outcomes_in_the_Hot_Redacted.pdf

This research aims to identify the effects of customer incivility on the performance of frontline employees in Two Seasons Hotel and Resorts and how different levels of organizational control methods moderate the relationship between customer incivility and employee outcomes. Changing times call for...