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dc.contributor.authorKing, Ceridwyn
dc.contributor.authorSo, Kevin Kam Fung
dc.contributor.authorGrace, Debra
dc.date.accessioned2017-05-03T12:55:26Z
dc.date.available2017-05-03T12:55:26Z
dc.date.issued2013
dc.date.modified2014-06-11T03:13:22Z
dc.identifier.issn0278-4319
dc.identifier.doi10.1016/j.ijhm.2013.03.004
dc.identifier.urihttp://hdl.handle.net/10072/55882
dc.description.abstractAs foreign hotel brands continue to roll out their investment in China, the competitive landscape intensifies. Central to the success of these hotel brands is their ability to offer the unique features of their service offering, as reflected in the brand, in which employees play a key role. However, in the Chinese market, where the introduction of foreign hotel brands is in its initial stages, employee brand knowledge may be limited resulting in service behaviors that are inconsistent with the brand. Therefore, the adoption of a service brand orientation to guide employee attitudes and behavior is considered to be necessary. In an effort to realize productive service employees, this study examines the consequences of adopting a service brand orientation. Results suggest that a service brand orientation is imperative for positive employee brand-oriented behaviors as well as customer-oriented behaviors that are a consequence of an employee customer orientation.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom172
dc.relation.ispartofpageto180
dc.relation.ispartofjournalInternational Journal of Hospitality Management
dc.relation.ispartofvolume34
dc.rights.retentionY
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchMarketing management (incl. strategy and customer relations)
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode350605
dc.subject.fieldofresearchcode3508
dc.titleThe influence of service brand orientation on hotel employees' attitude and behaviors in China
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2013
gro.hasfulltextNo Full Text
gro.griffith.authorGrace, Debra A.


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