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

• 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/84120/1/GSM%202019%2014%20-%20IR.pdf; http://psasir.upm.edu.my/id/eprint/84120/
• Institution: Universiti Putra Malaysia

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...