Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture
Volume: 77, Pages: 31 - 39
Published: Jan 1, 2019
Abstract
The current study examined the relationship between transformational leadership and service recovery performance and the mediating effect of emotional labor. To uncover potential cross-cultural differences, a sample of 217 front-line hospitality employees from the United States (Study 1) and 219 front-line hospitality employees from China (Study 2) were used. The results demonstrate transformational leadership was positively related to deep...
Paper Details
Title
Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture
Published Date
Jan 1, 2019
Volume
77
Pages
31 - 39
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