Customer-Oriented Behavior in Full-Service Restaurants: A Moderated-Mediation Model of Emotional Intelligence, Work Engagement, and Customer-Oriented Attitude

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2024-08-26 DOI:10.1080/1528008x.2024.2394953

Hyunghwa Oh, Israt Jahan Linda, WooMi Jo

引用次数: 0

Abstract

Using the job demands-resources model, this research explores the effects of emotional intelligence (EI) on customer-oriented behavior (COB) among frontline restaurant employees, with a focus on th...

查看原文本刊更多论文

全方位服务餐厅的顾客导向行为：情商、工作投入和顾客导向态度的调节模型

本研究采用工作需求-资源模型，探讨了情商（EI）对餐厅一线员工顾客导向行为（COB）的影响，重点是餐厅一线员工的顾客导向行为。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

期刊介绍： The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism