| مشخصات مقاله | |
| ترجمه عنوان مقاله | چه زمانی و چگونه مدیریت منابع انسانی پایدار مشتری مداری کارکنان خط مقدم را افزایش می دهد؟ رضایت، توانمندسازی و ارتباط |
| عنوان انگلیسی مقاله | When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication |
| انتشار | مقاله سال 2021 |
| تعداد صفحات مقاله انگلیسی | 14 صفحه |
| هزینه | دانلود مقاله انگلیسی رایگان میباشد. |
| پایگاه داده | نشریه MDPI |
| نوع نگارش مقاله | مقاله پژوهشی (Research article) |
| مقاله بیس | این مقاله بیس میباشد |
| نمایه (index) | JCR – Master Journal List- Scopus – DOAJ |
| نوع مقاله |
ISI |
| فرمت مقاله انگلیسی | |
| ایمپکت فاکتور(IF) |
3.251 در سال 2020 |
| شاخص H_index | 85 در سال 2021 |
| شاخص SJR | 0.612 در سال 2020 |
| شناسه ISSN | 2071-1050 |
| شاخص Quartile (چارک) | Q1در سال 2020 |
| فرضیه | ندارد |
| مدل مفهومی | دارد |
| پرسشنامه | ندارد |
| متغیر | دارد |
| رفرنس | دارد |
| رشته های مرتبط | مدیریت |
| گرایش های مرتبط | بازاریابی، مدیریت منابع انسانی |
| نوع ارائه مقاله |
ژورنال |
| مجله / کنفرانس | Sustainability – پایداری |
| دانشگاه | Gyeongsang National University, Jinju, Korea |
| شناسه دیجیتال – doi | https://doi.org/10.3390/su13073693 |
| کد محصول | E15550 |
| وضعیت ترجمه مقاله | ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید. |
| دانلود رایگان مقاله | دانلود رایگان مقاله انگلیسی |
| سفارش ترجمه این مقاله | سفارش ترجمه این مقاله |
| فهرست مطالب مقاله: |
| Abstract Introduction Theoretical Background and Hypothesis Development Methods Results Discussion References |
| بخشی از متن مقاله: |
| Abstract This study investigated the relationship between sustainable human resource management (HRM) practices, employee satisfaction, and customer orientation of frontline employees (FLEs) in the hotel industry from the perspective of internal marketing.Specifically, the study focused on threefacets of sustainable HRM practices (i.e., training, reward, and benefit) as well as organizational empowerment and communication as FLE-supportive contexts. Although some studies have examinedthe relationship between HRM practices and customer orientation, they overlooked the importance of service context in facilitating FLE customer orientation. Thus, this study developed a comprehensive framework based on social exchange theory and self-determination theory. The results show that all three facets of the sustainable HRM practices were positively related to FLEs’ satisfaction. FLEs’ satisfaction was also positively related to their customer orientation. Furthermore, both organizational empowerment and communication moderated the relationship between FLEs’ satisfaction and customer orientation, which showed a positive relationship only when FLEs perceived high organizational empowerment or communication. The research findings provide beneficial theoretical and practical implications. Introduction The tourism and hospitality industry is one of the fastest growing and developing industries in the world [1]. Over the past half century, it has been continually expanding and diversifying as online and offline boundaries among countries have been torn down. The World Tourism Organization (UNWTO) reported that the development of the tourism industry has created various jobs and opportunities, eventually leading to economic recovery. |