Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective

Corporate Social Responsibility: Perspectives of Hotel Frontline Employees

Moving Beyond the Direct Impact of Using CRM Systems on Frontline Employees' Service Performance: The Mediating Role of Adaptive Behavior

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. Although a number of studies have highlighted the critical role of CRM systems in organizational performance, the link between CRM systems and individual work performance is still under investigation. In order to fill this research gap, the current...

Does hope buff er the impacts of stress and exhaustion on frontline hotel employees ’ turnover intentions ?

Th is study investigates the eff ects of challenge and hindrance stressors and exhaustion on frontline hotel employees’ turnover intentions and whether hope, as a personal resource, can moderate the deleterious eff ects of these antecedents on turnover intentions. Data were collected from a sample of 183 full-time frontline employees working in 5-star and 4-star hotels in Northern Cyprus. To en...

Frontline Employees' Adaptive Performance in Service Encounters: The Driving Force of CRM Systems

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. However, while a number of studies focus on the critical role of CRM systems in organizational performance, the link between CRM systems and individual performance is still under-investigation. In order to fill this research gap, this study focuses...

"Engaged Customers as Job Resources or Demands for Frontline Employees," Journal of Service Theory and Practice. Engaged Customers as Job Resources or Demands for Frontline Employees?

Purpose – This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress–job strain relationship among frontline employees. Design/methodology/approach – Drawing from the job demands-resources model, this paper hypothesizes that some CEBs weaken the role stress–job s...