haku: @freeterm personality / yhteensä: 16
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| Tekijä: | Yavas, U. Karatepe, O.M. Babakus, E. |
| Otsikko: | Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: A study of frontline employees in Turkey |
| Lehti: | Tourism review = Revue de tourism = Zeitschrift für Tourismus
2010 : VOL. 65:3, p. 70-83 |
| Asiasana: | hotel and catering industry human resource management employees job performance service Turkey |
| Vapaa asiasana: | personality |
| Kieli: | eng |
| Tiivistelmä: | This paper aims to explore the relative efficacies of a set of organizational support (hereafter as: o-s.) mechanisms and personality traits (here as: prs-trs.) in predicting frontline (as: f-l.) employees' service recovery and job performances (as: j-p/s). Data were collected via self-administered questionnaires. Based on a sample of over 720 f-l. hotel employees in Turkey, it is shown that o-s. is more effective in differentiating btw. high- and low-performing f-l. employees in the case of service recovery performance. Yet, j-p/s. overall are more susceptible to the influences of prs-trs. In addition to providing o-s. to their employees, hotel managers should recruit individuals with the relevant prs-trs. for f-l. service jobs. Using these strategies increases the likelihood of having high-performing employees. |
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