Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees
This paper explores a model of the effects of empowerment, training, and reward on frontline employees' service recovery performance, job satisfaction, and turnover intentions. Data were collected using questionnaires. The hotel industry was chosen as the platform being surveyed due to the boun...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Putra Malaysia Press
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/40654/1/8.pdf |