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Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees Journal article
International Journal of Hospitality Management, 2019,Volume: 83,Page: 1-10
Authors:  Fiona X. Yang;  Virginia Meng-Chan Lau
Favorite  |  View/Download:0/0  |  Submit date:2019/11/27
Customer Incivility  Burnout  Emotional Intelligence  Customer Orientation  Cooperation  Competition  
Integrated resort employee competencies: a Macau perspective Journal article
International Journal of Contemporary Hospitality Management, 2019,Volume: 31,Issue: 1,Page: 247-267
Authors:  Nga Man Lou;  Amy Siu Ian So;  Yuchin Jerrie Hsieh
Favorite  |  View/Download:0/0  |  Submit date:2019/09/22
Competency  Integrated Resort  Mismatch  Employee Development  Human Resources  
IJVs' Building of Adaptive Capability: The Double Edged Role of Organizational Communication Conference paper
Proceedings of the 59th Annual Meeting, Dubai, United Arab Emirates, July 2-5, 2017
Authors:  Xiaoyun Chen;  Kevin Zhou;  Xiaofeng Zhang
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Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction Journal article
European Journal of Marketing, 2016,Volume: 50,Issue: 3/4,Page: 464-487
Authors:  Matthew Tingchi Liu;  Li Yan;  Ian Phau;  Andrea Perez;  Min Teah
Favorite  |  View/Download:1/0  |  Submit date:2019/11/01
China  Customer Orientation  Services Marketing  Consumer Satisfaction  
Role of adaptive selling and customer orientation on salesperson performance: Evidence from two distinct markets of Europe and Asia Journal article
Journal of Transnational Management, 2016,Volume: 21,Issue: 2,Page: 62-83
Authors:  Kaynak,Erdener;  Kara,Ali;  Chow,Clement S.F.;  Laukkanen,Tommi
Favorite  |  View/Download:0/0  |  Submit date:2019/08/01
Adaptive selling  cross-country investigation  customer orientation  Finland  Macau  salesperson performance  
Role of Adaptive Selling and Consumer Orientation on Salesperson Performance: Evidence from Two Distinct Markets of Europe and Asia Journal article
Journal of Transnational Management, 2016,Volume: 21,Issue: 2,Page: 62-83
Authors:  Kaynak, E.;  Kara, A;  Chow, C.S.F.;  Laukanen, T.
Favorite  |  View/Download:0/0  |  Submit date:2019/09/18
Adaptive Selling  Salesperson Performance  Finland  Customer Orientation  Cross-country Investigation  Macau  
Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation Journal article
Tourism Management, 2015,Volume: 48,Page: 362-369
Authors:  Cheris W.C. Chow;  Jennifer Y.M. Lai;  Raymond Loi
Favorite  |  View/Download:1/0  |  Submit date:2019/10/24
Leader-member Exchange  Internal Marketing Orientation  Customer Service Behavior  Organizational Citizenship Behavior  Travel Agent  
The Impact of Internal Marketing on Organizational Commitment: The Mediating Roles of Customer Orientation and Internal Communication Journal article
Euro Asia Journal of Management, 2015,Volume: 25,Issue: 1/2,Page: 3-13
Authors:  MAC, LANCY;  SHIRLEY, HO KIT IENG
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Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation Journal article
Tourism Management, 2015,Volume: 48,Page: 362-369
Authors:  Chow, Cheris W. C.;  Lai, Jennifer Y. M.;  Loi, Raymond
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Organizational Citizenship Behavior  Leader-member Exchange  Internal Marketing Orientation  Customer Service Behavior  Travel Agent  
Strategic Orientation, Foreign Parent Control, and Differentiation Capability Building of International Joint Ventures in an Emerging Market Journal article
Journal of International Marketing, 2014,Volume: 22,Issue: 3,Page: 30-49
Authors:  Xiaoyun Chen;  Alex Xin Chen;  Kevin Zheng Zhou
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Attention-based View  International Joint Ventures  China  Strategic Orientation  Differentiation Capability