RELAÇÃO ENTRE RESPONSABILIDADE SOCIAL DAS ORGANIZAÇÕES, ATITUDES E COMPORTAMENTOS DE TRABALHO: FACTORES MEDIADORES E MODERADORES

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Publications

Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees

Publication . Ribeiro, Neuza; Duarte, Patrícia; Fidalgo, Jessica

Abstract Purpose Hospitality employees’ attitudes and behaviors play a crucial role in enhancing customer satisfaction and service quality and ultimately firms’ success; therefore, organizations must have skilled, customer-oriented staff. More research is required to help hospitality managers gain insights into the best strategies to promote and retain customer-oriented employees. This study specifically sought to provide a more comprehensive understanding of the ways that authentic leadership (AL) can affect employees’ customer orientation and turnover intention, including exploring affective commitment’s (AC) potential mediating role.

2020Journal article

Open access