Connection or competence: Emotional labor and service quality's impact on satisfaction and loyalty Article

Moreo, Andrew, Woods, Robert, Sammons, Gail et al. (2019). Connection or competence: Emotional labor and service quality's impact on satisfaction and loyalty . International Journal of Contemporary Hospitality Management, 31(1), 330-348. 10.1108/IJCHM-03-2017-0176

cited authors

  • Moreo, Andrew; Woods, Robert; Sammons, Gail; Bergman, Christine

authors

publication date

  • January 1, 2019

published in

keywords

  • ANTECEDENTS
  • Business & Economics
  • COMMITMENT
  • CONSEQUENCES
  • CONTAGION
  • CUSTOMER SATISFACTION
  • Customer loyalty
  • Customer satisfaction
  • ENCOUNTERS
  • Emotional labour
  • Food and beverage
  • Hospitality, Leisure, Sport & Tourism
  • Management
  • PERCEIVED VALUE
  • ROLES
  • Restaurant industry
  • SMILE
  • Service quality
  • Social Sciences
  • Social Sciences - Other Topics
  • WORK

Digital Object Identifier (DOI)

start page

  • 330

end page

  • 348

volume

  • 31

issue

  • 1