Browsing Hotel Management by Author "Khoa, D. T."
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Experience of shame in service failure context among restaurant frontline employees: does industry tenure matter?
Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın (Emerald, 2021-08-09)Purpose: The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following ... -
Hospitality employees’ affective experience of shame, self-efficacy beliefs and job behaviors: The alleviating role of error tolerance
Wang, X.; Guchait, P.; Khoa, D. T.; Paşamehmetoğlu, Ayşın; Wen, X. (Elsevier, 2022-04)Service management researchers have clearly demonstrated that customers experience various emotions in service failure situations. In comparison, hospitality employees’ emotional experiences in such situations, are relatively ... -
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure
Gip, H.; Guchait, P.; Paşamehmetoğlu, Ayşın; Khoa, D. T. (Emerald, 2023-01-02)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 performance and service sabotage. This ...
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