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

Lyu Yijing; Zhou Xing; Li Weiwen; Wan Junbao; Zhang Jie; Qiu Canhua

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

机译：滥用监管对酒店业服务员工积极的客户服务绩效的影响

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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.

机译：目的-基于社会认同理论，本文旨在预测和测试滥用监管对酒店业服务员工主动客户服务绩效（PCSP）的影响。

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来源
《International Journal of Contemporary Hospitality Management》 |2016年第9期|1992-2012|共21页
作者
Lyu Yijing; Zhou Xing; Li Weiwen; Wan Junbao; Zhang Jie; Qiu Canhua;
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作者单位

Fudan Univ, Sch Management, Shanghai, Peoples R China;

Xiamen Univ, Dept Tourism Management, Xiamen, Peoples R China;

Sun Yat Sen Univ, Sun Yat Sen Business Sch, Guangzhou, Guangdong, Peoples R China;

Shanghai Univ Finance & Econ, Sch Int Business Adm, Shanghai, Peoples R China;

Shenergy Co Ltd, Dept Human Resources, Shanghai, Peoples R China;

Tongji Univ, Dept Management Sci, Shanghai, Peoples R China;

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原文格式 PDF
正文语种 eng
中图分类
关键词
Hotel industry; Customer service; Abusive supervision; Collectivism; Organizational identification; Proactive customer service performance;

机译：酒店业;客户服务;滥用监督;集体主义;组织识别;主动的客户服务绩效;

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4. How Service Climate Impacts on Service Performance: Evidence from China Hotel Industry [C] . Li Wenli, Lu Yagang 2010 International Conference on Management and Service Science . 2010

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6. Abusive Supervision Affective Commitment Customer Orientation and Proactive Customer Service Performance: Evidence From Hotel Employees in China [O] . Dexia Zang, Chang Liu, Yan Jiao 2021

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

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