Lãnh đạo phục vụ và kết quả chăm sóc khách hàng của nhân viên tuyến đầu ngành du lịch dưới sự tác động của nỗi sợ Covid-19

Các tác giả

  • Lê Cát Vi Trường Đại học Kinh tế - Luật, Đại học Quốc gia TP. Hồ Chí Minh Tác giả
  • Nguyễn Thị Mai Trang Trường Đại học Kinh tế TP. Hồ Chí Minh Tác giả

DOI:

https://doi.org/10.24311/jabes/2022.33.07.06

Tóm tắt

Nghiên cứu nhằm xác định ảnh hưởng của lãnh đạo phục vụ đến kết quả chăm sóc khách hàng thông qua mối quan hệ trung gian của động lực bên trong và tác động điều tiết của nỗi sợ Covid-19 trong ngành du lịch. Dữ liệu tiến hành thu thập trên 198 nhân viên tuyến đầu. Đề tài nghiên cứu đã cho thấy lãnh đạo phục vụ có tác động đến kết quả chăm sóc khách hàng của nhân viên tuyến đầu và động lực bên trong. Động lực bên trong có tác động trung gian đến mối quan hệ giữa lãnh đạo phục vụ và kết quả chăm sóc khách hàng. Thêm vào đó, mối quan hệ này chịu tác động điều tiết bởi nỗi sợ Covid-19. 

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Tải xuống

Đã Xuất bản

2026-07-03

Số

Chuyên mục

Bài nghiên cứu

Cách trích dẫn

Lê Cát, V., & Nguyễn Thị Mai, T. (2026). Lãnh đạo phục vụ và kết quả chăm sóc khách hàng của nhân viên tuyến đầu ngành du lịch dưới sự tác động của nỗi sợ Covid-19. Tạp Chí Nghiên cứu Kinh Tế Và Kinh Doanh Châu Á, 33(7), 86-102. https://doi.org/10.24311/jabes/2022.33.07.06

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