Employee behaviour plays a significant role in satisfying restaurant customers, however,
there is a paucity of research highlighted personal and functional aspects of employee …

This current research examines how gratitude and affective commitment work together to
improve customer–organizational relationships. Using theories from services marketing and …

Different methodological choices (ie, data collection method, sample size, sample
characteristics, and analytical instrument) in 122 relationship quality (RQ) peer-reviewed …

The purpose of this paper is to obtain a better understanding of the extent to which service
quality is delivered within the Mauritian public service by drawing on front-line employees …

Purpose Studies in hospitality and tourism have seldom investigated the role of employee
commitment to building customers' attitudinal loyalty. This study examines the impact of …

This study explores the effects of perceived relationship quality of the company and account
managers with customers. It examines the effects of both types of relationship quality on …

Purpose–After almost a decade of relationship quality studies in the retail industry, high
consensus exists regarding the dimensions that define the construct. Disregarding …

Purpose–The purpose of this paper is to synthesise internal marketing measures in two
service settings across both Western and Eastern backgrounds. Well established views of …

Three hundred and twenty five employees of 68 golf courses in Malaysia participated in this
study investigating the proposed model wherein selected HRM practices (Support at Work …

Purpose The purpose of this study is to conceptualize and analyze a framework that
provides greater understanding toward the impact of service recovery antecedents such as …