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dc.contributor.authorSusskind, Alex M.
dc.contributor.authorBorchgrevink, Carl P.
dc.contributor.authorBrymer, Robert A.
dc.contributor.authorKacmar, K. Michele
dc.description.abstractA model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in a path model of customer service behavior.
dc.rightsRequired Publisher Statement: © SAGE. Final version published as: Susskind, A. M., Borchgrevink, C. P., Brymer, R. A., & Kacmar, K. M. (2000). Customer service behavior and attitudes among hotel managers: A look at perceived support functions, standards for service, and service process outcomes. Journal of Hospitality and Tourism Research 24(3), 373-397. Reprinted with permission. All rights reserved.
dc.subjectcustomer service process; organizational support; standards for service
dc.titleCustomer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes
dc.description.legacydownloadsSusskind20_Customer_service_behavior.pdf: 191 downloads, before Aug. 1, 2020.
local.authorAffiliationSusskind, Alex M.: Cornell University School of Hotel Administration
local.authorAffiliationBorchgrevink, Carl P.: Michigan State University
local.authorAffiliationBrymer, Robert A.: Florida State University
local.authorAffiliationKacmar, K. Michele: Florida State University

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