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Promoting service quality in tourist hotels: the role of HRM practices and service behavior

16 references·16 citing·40 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
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1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1996THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON PERCEPTIONS OF ORGANIZATIONAL PERFORMANCE.3,152 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1985Problems and Strategies in Services Marketing2,819 cited
1986Prosocial Organizational Behaviors2,093 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1993Improving the measurement of service quality1,197 cited
1997Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors948 cited
2010

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Winning the Service Game

859 cited

1993The service organization: Human resources management is crucial710 cited

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2013Requirements for destination management organizations in destination governance: Understanding DMO success295 cited
2007The impact of HRM practices on organisational performance in the Indian hotel industry250 cited
2011Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates238 cited
2014Key determinants of passenger loyalty in the low-cost airline business237 cited
2007Service quality measurement in rural accommodation205 cited
2014Corporate social responsibility: perspectives of hotel frontline employees198 cited
2019Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels182 cited
2010The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry173 cited
2013Assessment of Service Quality in the Hotel Industry172 cited
2017Strategic human resources management research in hospitality and tourism170 cited
2021Green intellectual capital, green HRM and green social identity toward sustainable environment: a new integrated framework for Islamic banks151 cited
2008TQM, managerial factors and performance in the Spanish hotel industry148 cited
2020The mediating roles of gratitude and obligation to link employees’ social exchange relationships and prosocial behavior147 cited
2017The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction146 cited
2016From internal brand management to organizational citizenship behaviours: Evidence from frontline employees in the hotel industry144 cited
2008The Effects of Job Demands, Job Resources and Intrinsic Motivation on Emotional Exhaustion and Turnover Intentions: A Study in the Turkish Hotel Industry142 cited