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

Detalhes bibliográficos
Autor(a) principal: Ribeiro, Neuza
Data de Publicação: 2020
Outros Autores: Duarte, Patrícia, Fidalgo, Jessica
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.8/5912
Resumo: 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.
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spelling Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employeesAuthentic leadershipTurnover intentionCustomer orientationTourism and hospitalityAbstract 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.IC-OnlineRibeiro, NeuzaDuarte, PatríciaFidalgo, Jessica2021-07-21T14:22:42Z20202020-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.8/5912engRibeiro, 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-06-2019-05790959-6119https://doi.org/10.1108/IJCHM-06-2019-0579info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-09-26T18:19:39Zoai:iconline.ipleiria.pt:10400.8/5912Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-09-26T18:19:39Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
title Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
spellingShingle Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
Ribeiro, Neuza
Authentic leadership
Turnover intention
Customer orientation
Tourism and hospitality
title_short Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
title_full Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
title_fullStr Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
title_full_unstemmed Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
title_sort Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees
author Ribeiro, Neuza
author_facet Ribeiro, Neuza
Duarte, Patrícia
Fidalgo, Jessica
author_role author
author2 Duarte, Patrícia
Fidalgo, Jessica
author2_role author
author
dc.contributor.none.fl_str_mv IC-Online
dc.contributor.author.fl_str_mv Ribeiro, Neuza
Duarte, Patrícia
Fidalgo, Jessica
dc.subject.por.fl_str_mv Authentic leadership
Turnover intention
Customer orientation
Tourism and hospitality
topic Authentic leadership
Turnover intention
Customer orientation
Tourism and hospitality
description 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.
publishDate 2020
dc.date.none.fl_str_mv 2020
2020-01-01T00:00:00Z
2021-07-21T14:22:42Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.8/5912
url http://hdl.handle.net/10400.8/5912
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 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
0959-6119
https://doi.org/10.1108/IJCHM-06-2019-0579
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv mluisa.alvim@gmail.com
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