Testing an empathy model of guest-directed citizenship and counterproductive behaviours in the hospitality industry: findings from three hotels

• المؤلفون الرئيسيون: Ho, Violet T., Gupta, Naina
• مؤلفون آخرون: Nanyang Business School
• التنسيق: مقال
• اللغة: English
• منشور في: 2013
• الموضوعات: DRNTU::Social sciences::Psychology
• الوصول للمادة أونلاين: https://hdl.handle.net/10356/98161; http://hdl.handle.net/10220/17098
• المؤسسة: Nanyang Technological University

This research proposes and tests an empathy model of guest-directed discretionary behaviours (i.e., citizenship and counterproductive behaviours) using two studies conducted in three hotels. Building on the two-stage model of empathic mediation, we examined the mediating role of empathic concern in...