What is it about?
Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts
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Why is it important?
This paper contributes to the tourism and hospitality literature by incorporating the concepts of emotional intelligence and occupational commitment as moderators in service settings which involve emotional labor and presentation of self. it is innovative in its incorporation of Organizational citizen behaviors (OCBs) to understand employee and organizational performance
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This page is a summary of: Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts, International Journal of Hospitality Management, December 2013, Elsevier,
DOI: 10.1016/j.ijhm.2013.06.007.
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