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

Ribeiro, Neuza; Duarte, Patrícia; Fidalgo, Jessica

http://hdl.handle.net/10400.8/5912

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Authors

Ribeiro, Neuza

Duarte, Patrícia

Fidalgo, Jessica

Abstract(s)

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.

Keywords

Authentic leadership Turnover intention Customer orientation Tourism and hospitality

URI

http://hdl.handle.net/10400.8/5912

Citation

Ribeiro, N., Duarte, P. and Fidalgo, J. (2020), "Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees: The mediating role of affective commitment", International Journal of Contemporary Hospitality Management, Vol. 32 No. 6, pp. 2097-2116. https://doi.org/10.1108/IJCHM-06-2019-0579