Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates

By Ta-Wei Tang, Ya-yun Tang. 2012

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A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior (2018, background): “Addressing such questions is important because CCB not only affects customer satisfaction but also contributes to the success of service organizations (Tang and Tang, 2012).”
Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, unknown): “Most traditional studies in service marketing have unveiled diverse benefits sought from human-staffed hotels because of high interaction and experiential quality (Choi and Chu, 2001; Tang and Tang, 2012).”
Empowering supervision and service sabotage: a moderated mediation model based on conservation of resources theory. (2018, background): “…service sabotage is extremely important in the hospitality industry, as customers' perceptions of service quality are often profoundly influenced by the attitudes and behaviors of service employees (Hartline & Ferrell, 1996; Schneider, Ehrhart, Mayer, Saltz, & Niles-Jolly, 2005; Tang & Tang, 2012).”
A Conceptual Model for Green Human Resource Management: Indicators, Differential Pathways, and Multiple Pro-Environmental Outcomes (2020, background): “In another research in Taiwan, it was reported that service and justice climates completely mediated the impacts of HPWSs on service-oriented organizational citizenship behavior [43].”