A Study of the Impact of Frontline Employee Traits on Service Quality and Customer Satisfaction in UK Hotels-Reference-Cited by-同舟云学术

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A Study of the Impact of Frontline Employee Traits on Service Quality and Customer Satisfaction in UK Hotels

Published:2013 Issue: Volume: Page:
ISSN:1556-5068
Container-title:SSRN Electronic Journal
language:en
Short-container-title:SSRN Journal

Author:

Sarkey Augustina Sackle,Turkson Anthony Hercules,Ansah James Kwesi

Publisher

Elsevier BV

Reference77 articles.

1. An Empirical Assessment of the SERVQUAL Scale;E Babakus;Journal of Business Research,1992

2. The Big-Five Personality Dimensions and Job Performance: A Meta Analysis;? Barrick;Personnel Psychology,1991

3. Personality and Job Performance;M Barrick;Journal of Applied Psychology,2002

4. Evaluating Service Encounters: The Effects of Physical Surroundings and Employees Responses;M J Bitner;Journal of Marketing,1990

5. Encounter Satisfaction versus Overall Satisfaction versus Quality;M J Bitner;Service Quality: New Directions in Theory and Practices,1994

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