Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico
(2018)
Journal Article
Santos, A., Mustafa, M., & Cantu, A. A. (2018). Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico. International Journal of Work Organisation and Emotion, 9(3), 243–263. https://doi.org/10.1504/IJWOE.2018.094681
In the hotel industry, organisational effectiveness and service quality are highly dependent on front-of-house employees’ positive interactions with customers, and their willingness to engage in organisational citizenship behaviours (OCB). Various st... Read More about Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico.