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

• Main Authors: Ho, Violet T., Gupta, Naina
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2013
• Subjects: DRNTU::Social sciences::Psychology
• Online Access: https://hdl.handle.net/10356/98161; http://hdl.handle.net/10220/17098
• Institution: 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...