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Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services
16 references·11 citing·44 second hop
Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services (2013)Power distance and its implications for u…A THEORY OF HUMAN MOTIVATION (2017)A THEORY OF HUMAN MOTIVATIONProduction-Line Approach to Service (2012)Production-Line Approach to S…The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels (2008)The effects of perceived just…Employee satisfaction, customer satisfaction, and financial performance: An empirical examination (2008)Employee satisfaction, custom…Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice (2006)Service failure recovery: The…Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Culture's Consequences: Compa…Reframing Crisis Management (1998)Reframing Crisis ManagementReframing Crisis Management (1998)Reframing Crisis ManagementCustomer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The service organization: Human resources management is crucial (1993)The service organization: Hum…The profitable art of service recovery. (1990)The profitable art of service…Social Ties and Word-of-Mouth Referral Behavior (1987)Social Ties and Word-of-Mouth…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…A theory of human motivation. (1943)A theory of human motivation.An Overview of Crisis Management in Hospitality Enterprises: The Case of Operating at an International Level Hotel in Adiyaman (2022)An Overview of Crisis Managem…Encouraging employee voice: coworker knowledge sharing, psychological safety, and promotion focus (2021)Encouraging employee voice: c…The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective (2020)The double-edged sword effect…How Organizations in Different Cultures Respond to Crises: Content Analysis of Crisis Responses between the United States and South Korea (2020)How Organizations in Differen…There is no such thing as a crisis: A critique of and alterative to the dominant crisis management model (2019)There is no such thing as a c…Engagement des étudiants en tourisme, hôtellerie et restauration envers leur domaine d’études et leur carrière : les facteurs déterminants (2019)Engagement des étudiants en t…Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities (2019)Development of hospitality an…Service failures and recovery in tourism and hospitality: a practical manual (2017)Service failures and recovery…Employee Attractiveness and Customers’ Service Failure Perceptions (2017)Employee Attractiveness and C…The influence of customer participation on service failure perceptions (2015)The influence of customer par…Error Recovery Performance (2015)Error Recovery PerformanceZero defections: quality comes to services. 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(1985)Corporate social responsibility and consumers' attributions and brand evaluations in a product–harm crisis (2004)Word of mouth and interpersonal communication: A review and directions for future research (2014)Attachment and Loss (1969)The Collapse of Sensemaking in Organizations: The Mann Gulch Disaster (1993)The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications (1995)A framework for examining leadership in extreme contexts (2009)Managing Risk and Resilience (2015)Crises and Crisis Management: Integration, Interpretation, and Research Development (2016)Purposive Behavior in Animals and Men (1950)Wisdom of the Body (1978)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Social Conditions as Fundamental Causes of Health Inequalities: Theory, Evidence, and Policy Implications (2010)A Review of School Climate Research (2013)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Upper Echelons Theory: An Update (2007)The weirdest people in the world? 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References

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  • 2008The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels637 cited
  • 2012Production-Line Approach to Service

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534 cited
  • 2006Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice525 cited
  • Cited by

    • 2019Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities77 cited
    • 2015The influence of customer participation on service failure perceptions70 cited
    • 2021Encouraging employee voice: coworker knowledge sharing, psychological safety, and promotion focus58 cited
    • 2015Error Recovery Performance52 cited
    • 2017Service failures and recovery in tourism and hospitality: a practical manual44 cited
    • 2017Employee Attractiveness and Customers’ Service Failure Perceptions41 cited
    • 2020The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective37 cited
    • 2020How Organizations in Different Cultures Respond to Crises: Content Analysis of Crisis Responses between the United States and South Korea23 cited
    • 2019There is no such thing as a crisis: A critique of and alterative to the dominant crisis management model15 cited
    • 2022An Overview of Crisis Management in Hospitality Enterprises: The Case of Operating at an International Level Hotel in Adiyaman10 cited
    • 2019Engagement des étudiants en tourisme, hôtellerie et restauration envers leur domaine d’études et leur carrière : les facteurs déterminants0 cited