The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia

• Main Authors: Mohd Noor, Nor Azila, Kasim, Azilah, Scarlat, Cezar, Muhamad, Azli
• Format: Article
• Published: Taylor & Francis Group 2012
• Subjects: GV Recreation Leisure
• Online Access: http://repo.uum.edu.my/14899/; http://doi.org/10.1080/1528008X.2012.644185
• Institution: Universiti Utara Malaysia

As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a pri...