The role of individual differences in promoting front liners to become customer oriented: A case of the hotel industry in Malaysia

As other service industry, hoteliers are highly relying on their contact employees known as front liners to deliver services to customers.Therefore, the behaviors of front liners can influence customers' perceptions of a hotel service. Customer-orientation behavior of employees has become a pri...

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Bibliographic Details
Main Authors: Mohd Noor, Nor Azila, Kasim, Azilah, Scarlat, Cezar, Muhamad, Azli
Format: Article
Published: Taylor & Francis Group 2012
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