The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions
Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …
research has been conducted to examine the impacts of service failures and effective …
Shattered but smiling: Human resource management and the wellbeing of hotel employees during COVID-19
P Agarwal - International Journal of Hospitality Management, 2021 - Elsevier
The purpose of this paper is to explore the human resource management (HRM) practices
adopted by hotels during COVID-19 and to examine the impact of COVID-19 on the …
adopted by hotels during COVID-19 and to examine the impact of COVID-19 on the …
Hospitality workers' COVID-19 risk perception and depression: A contingent model based on transactional theory of stress model
The hospitality industry worldwide is suffering under the COVID-19 pandemic. Drawing on
the transactional theory of stress and co**, this study aims to investigate when hospitality …
the transactional theory of stress and co**, this study aims to investigate when hospitality …
[PDF][PDF] The role of technology, organizational culture, and job satisfaction in improving employee performance during the Covid-19 pandemic
In the current Covid-19 pandemic, technology's role is important; with technology, all
activities can carry on. This study explains that technology, organizational culture, and job …
activities can carry on. This study explains that technology, organizational culture, and job …
Emotional intelligence or artificial intelligence–an employee perspective
C Prentice, S Dominique Lopes… - Journal of Hospitality …, 2020 - Taylor & Francis
Emotional intelligence as personal intelligence and artificial intelligence as a machine
intelligence have been popular in the relevant literature over the last two decades. The …
intelligence have been popular in the relevant literature over the last two decades. The …
Using the social exchange theory to explore the employee-organization relationship in the hospitality industry
Purpose This research developed a conceptual model for the hospitality industry based on
the employee-organization relationship using the social exchange theory as the theoretical …
the employee-organization relationship using the social exchange theory as the theoretical …
Ethical leadership, trust in organization and their impacts on critical hotel employee outcomes
Drawing on social exchange, social learning, and reformulation of attitude theories, our
paper proposes a research model and empirically tests the interrelationships of ethical …
paper proposes a research model and empirically tests the interrelationships of ethical …
Socially responsible human resource management and hotel employee organizational citizenship behavior for the environment: A social cognitive perspective
Drawing on the social cognitive theory, this study intends to discuss the concept of socially
responsible human resource management (SRHRM) and empirically examine the impact of …
responsible human resource management (SRHRM) and empirically examine the impact of …
Service failure and service recovery: A hybrid review and research agenda
TM Sahaf, AI Fazili - International Journal of Consumer Studies, 2024 - Wiley Online Library
It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …
field of service marketing, specifically with a focus on perceived justice. Over the past three …
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and …
Purpose The purpose of this study is to examine the mediating effect of psychological well-
being between organizational dehumanization and two outcome variables: service recovery …
being between organizational dehumanization and two outcome variables: service recovery …