Matches in SemOpenAlex for { <https://semopenalex.org/work/W4366979856> ?p ?o ?g. }
- W4366979856 endingPage "276" @default.
- W4366979856 startingPage "261" @default.
- W4366979856 abstract "Drawing on emotional contagion and justice theory, this paper investigates frontline employees' emotions as drivers of guests' emotions and guest behavior in hospitality service recoveries. Two experimental studies show that frontline employees' smiling and high levels of distributive and interaction-based justice drive company success (e.g., customer satisfaction, word of mouth) by evoking positive emotions in guests. Moreover, the studies find that guests' negative emotions are less important in driving company success than their positive emotions when it comes to service recoveries. This research contributes to the existing theory by highlighting the relevance of frontline employees' smiling and emotional contagion for guests’ positive emotions and behavior. Hence, hospitality managers should consider advising frontline employees to smile and show justice-inducing behavior to elicit positive emotions, satisfaction, and word of mouth among guests." @default.
- W4366979856 created "2023-04-27" @default.
- W4366979856 creator A5017890380 @default.
- W4366979856 creator A5021888711 @default.
- W4366979856 date "2023-06-01" @default.
- W4366979856 modified "2023-09-25" @default.
- W4366979856 title "Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry" @default.
- W4366979856 cites W1964299562 @default.
- W4366979856 cites W1968612550 @default.
- W4366979856 cites W1970859797 @default.
- W4366979856 cites W1991232803 @default.
- W4366979856 cites W1992723883 @default.
- W4366979856 cites W1997460207 @default.
- W4366979856 cites W2001682939 @default.
- W4366979856 cites W2002810238 @default.
- W4366979856 cites W2006154058 @default.
- W4366979856 cites W2010311888 @default.
- W4366979856 cites W2011753784 @default.
- W4366979856 cites W2014723826 @default.
- W4366979856 cites W2023945307 @default.
- W4366979856 cites W2024218186 @default.
- W4366979856 cites W2028441304 @default.
- W4366979856 cites W2034951011 @default.
- W4366979856 cites W2036862235 @default.
- W4366979856 cites W2039188860 @default.
- W4366979856 cites W2040384293 @default.
- W4366979856 cites W2040407388 @default.
- W4366979856 cites W2054862440 @default.
- W4366979856 cites W2062193161 @default.
- W4366979856 cites W2069914145 @default.
- W4366979856 cites W2075271355 @default.
- W4366979856 cites W2078219616 @default.
- W4366979856 cites W2079864151 @default.
- W4366979856 cites W2082302802 @default.
- W4366979856 cites W2087668468 @default.
- W4366979856 cites W2087836953 @default.
- W4366979856 cites W2090822256 @default.
- W4366979856 cites W2091707196 @default.
- W4366979856 cites W2104113736 @default.
- W4366979856 cites W2111208684 @default.
- W4366979856 cites W2118269528 @default.
- W4366979856 cites W2128866450 @default.
- W4366979856 cites W2129692524 @default.
- W4366979856 cites W2134591614 @default.
- W4366979856 cites W2135312898 @default.
- W4366979856 cites W2140885637 @default.
- W4366979856 cites W2143940364 @default.
- W4366979856 cites W2146272101 @default.
- W4366979856 cites W2146870360 @default.
- W4366979856 cites W2156807512 @default.
- W4366979856 cites W2164309533 @default.
- W4366979856 cites W2165049547 @default.
- W4366979856 cites W2336028673 @default.
- W4366979856 cites W2344361935 @default.
- W4366979856 cites W2378906749 @default.
- W4366979856 cites W2735960214 @default.
- W4366979856 cites W2752874961 @default.
- W4366979856 cites W2762896489 @default.
- W4366979856 cites W2787448293 @default.
- W4366979856 cites W2800597024 @default.
- W4366979856 cites W2804192817 @default.
- W4366979856 cites W2883473372 @default.
- W4366979856 cites W2962690343 @default.
- W4366979856 cites W3033876973 @default.
- W4366979856 cites W3035936490 @default.
- W4366979856 cites W3045663178 @default.
- W4366979856 cites W3137506055 @default.
- W4366979856 cites W3160518984 @default.
- W4366979856 cites W3170676961 @default.
- W4366979856 cites W3173924768 @default.
- W4366979856 cites W3194417791 @default.
- W4366979856 cites W3196432918 @default.
- W4366979856 cites W3199427169 @default.
- W4366979856 cites W4206399072 @default.
- W4366979856 cites W4238483310 @default.
- W4366979856 cites W4245652177 @default.
- W4366979856 cites W4247286306 @default.
- W4366979856 cites W4250602443 @default.
- W4366979856 cites W4292994367 @default.
- W4366979856 doi "https://doi.org/10.1016/j.jhtm.2023.03.018" @default.
- W4366979856 hasPublicationYear "2023" @default.
- W4366979856 type Work @default.
- W4366979856 citedByCount "0" @default.
- W4366979856 crossrefType "journal-article" @default.
- W4366979856 hasAuthorship W4366979856A5017890380 @default.
- W4366979856 hasAuthorship W4366979856A5021888711 @default.
- W4366979856 hasConcept C107482638 @default.
- W4366979856 hasConcept C136103064 @default.
- W4366979856 hasConcept C137913393 @default.
- W4366979856 hasConcept C139621336 @default.
- W4366979856 hasConcept C140781008 @default.
- W4366979856 hasConcept C144133560 @default.
- W4366979856 hasConcept C15744967 @default.
- W4366979856 hasConcept C162853370 @default.
- W4366979856 hasConcept C169760540 @default.
- W4366979856 hasConcept C17744445 @default.
- W4366979856 hasConcept C18918823 @default.
- W4366979856 hasConcept C199539241 @default.