Customer-service training — a social-psychological framework

Tourism Management - Tập 7 - Trang 101-112 - 1986
Michael Riley1
1Michael Riley is with the Department of Management studies for Tourism and Hotel Industries, University of Surrey, GuildfordGU2 5×H, UK

Tài liệu tham khảo

Shamir, 1984, Between gratitude and gratuity. An analysis of tipping, Annals of Tourism, 1, 59, 10.1016/0160-7383(84)90096-3 Homans, 1962 Menzies, 1960, A case study in the functioning of social systems as a defence against anxiety, Human Relations, 13, 95, 10.1177/001872676001300201 Riley, 1984, Hotels and group identity, International Journal of Tourism Management, 5 Schopler, 1970, An attribution analysis of some determinants of reciprocating a benefit, 232 Heider, 1958 Schopler, 1970, An attribution analysis of some determinants of reciprocating a benefit, 232 Schopler, 1970, An attribution analysis of some determinants of reciprocating a benefit, 232 Shamir, 1980, Between service and servility, role conflict in subordinate service roles, Human Relations, 33, 745, 10.1177/001872678003301004 Merton, 1968, Social Theory and Social Structure, 40 Festinger, 1957 Lockwood, 1958 Hecht, 1956 Tajfel, 1978 Maslow, 1954, Motivation and Personality, 47 Whyte, 1978, The environment and social behaviour, 365 Hall, 1976 Nailon, 1982, Theory of hospitality management, Journal of Hospitality Management, 11, 138 Blanton, 1981, Tourism training in developing countries, the social and cultural dimensions, Annals of Tourism Research, 10.1016/0160-7383(81)90072-4 Menzies, 1960, A case study in the functioning of social systems as a defence against anxiety, Human Relations, 13, 95, 10.1177/001872676001300201