The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry

doi:10.1108/IJCHM-03-2015-0128

CORC > 上海财经大学 > 上海财经大学

	The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
	Lyu, Yijing 1; Zhou, Xing 2; Li, Weiwen 3; Wan, Junbao 4; Zhang, Jie 5; Qiu, Canhua 6
刊名	INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
	2016
卷号	28 期号:9 页码:1992-2012
关键词	Hotel industry Customer service Abusive supervision Collectivism Organizational identification Proactive customer service performance
ISSN号	0959-6119
DOI	10.1108/IJCHM-03-2015-0128
英文摘要	Purpose - On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees' proactive customer service performance (PCSP) in the hotel industry.
WOS研究方向	Social Sciences - Other Topics ; Business & Economics
语种	英语
出版者	EMERALD GROUP PUBLISHING LTD
WOS记录号	WOS:000387080800008
内容类型	期刊论文
源URL	[http://10.2.47.112/handle/2XS4QKH4/1383]
专题	上海财经大学
通讯作者	Zhou, Xing
作者单位	1.Fudan Univ, Sch Management, Shanghai, Peoples R China; 2.Xiamen Univ, Dept Tourism Management, Xiamen, Peoples R China; 3.Sun Yat Sen Univ, Sun Yat Sen Business Sch, Guangzhou, Guangdong, Peoples R China; 4.Shanghai Univ Finance & Econ, Sch Int Business Adm, Shanghai, Peoples R China; 5.Shenergy Co Ltd, Dept Human Resources, Shanghai, Peoples R China; 6.Tongji Univ, Dept Management Sci, Shanghai, Peoples R China
推荐引用方式 GB/T 7714	Lyu, Yijing,Zhou, Xing,Li, Weiwen,et al. The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2016,28(9):1992-2012.
APA	Lyu, Yijing,Zhou, Xing,Li, Weiwen,Wan, Junbao,Zhang, Jie,&Qiu, Canhua.(2016).The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,28(9),1992-2012.
MLA	Lyu, Yijing,et al."The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 28.9(2016):1992-2012.