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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Autores

Ribeiro, Neuza

Duarte, Patrícia

Fidalgo, Jessica

Resumo(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.

Palavras-chave

Authentic leadership Turnover intention Customer orientation Tourism and hospitality

URI

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

Citação

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