Testing an empathy model of guest-directed citizenship and counterproductive behaviours in the hospitality industry: findings from three hotels
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...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
2013
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| Subjects: | |
| Online Access: | https://hdl.handle.net/10356/98161 http://hdl.handle.net/10220/17098 |