{"id":"https://openalex.org/W2189748205","doi":null,"title":"Role clarity, supervisory support, peer support, and work engagement of customer-contact employees in hotels: a future research agenda.","display_name":"Role clarity, supervisory support, peer support, and work engagement of customer-contact employees in hotels: a future research agenda.","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2189748205","mag":"2189748205"},"language":"en","primary_location":{"id":"mag:2189748205","doi":null,"is_oa":false,"landing_page_url":"http://www.chios.aegean.gr/tourism/VOLUME_8_No1_art17.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S4306533080","display_name":"Tourismos","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Tourismos","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075424566","display_name":"Suan ChooLing","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Suan ChooLing","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5005927345","display_name":"A. M. Nasurdin","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"A. M. Nasurdin","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"8","issue":"1","first_page":"315","last_page":"329"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9854000210762024,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9854000210762024,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.010300000198185444,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.0017000000225380063,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/role-clarity","display_name":"role clarity","score":0.8889999985694885},{"id":"https://openalex.org/keywords/supervisory-support","display_name":"supervisor support","score":1.0},{"id":"https://openalex.org/keywords/peer-support","display_name":"peer support","score":0.9990000128746033},{"id":"https://openalex.org/keywords/work-engagement","display_name":"work engagement","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-contact-employees","display_name":"customer contact employees","score":0.9879999756813049},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.8830000162124634},{"id":"https://openalex.org/keywords/service-employees","display_name":"service employees","score":0.8140000104904175},{"id":"https://openalex.org/keywords/antecedents-of-work-engagement","display_name":"antecedents of work engagement","score":0.859000027179718},{"id":"https://openalex.org/keywords/malaysian-hotels","display_name":"Malaysian hotels","score":0.42800000309944153}],"concepts":[{"id":"https://openalex.org/C2777146004","wikidata":"https://www.wikidata.org/wiki/Q14949826","display_name":"CLARITY","level":2,"score":0.8819355368614197},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.6251496076583862},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.5900322198867798},{"id":"https://openalex.org/C2781160688","wikidata":"https://www.wikidata.org/wiki/Q2234192","display_name":"Work engagement","level":3,"score":0.5222166776657104},{"id":"https://openalex.org/C99753626","wikidata":"https://www.wikidata.org/wiki/Q14937678","display_name":"Employee engagement","level":2,"score":0.4908679127693176},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4906248152256012},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.47739118337631226},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4612070918083191},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4561968445777893},{"id":"https://openalex.org/C2781094116","wikidata":"https://www.wikidata.org/wiki/Q1569083","display_name":"Peer support","level":2,"score":0.4261380434036255},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4008308947086334},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.39413490891456604},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3801434636116028},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3523140847682953},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1385645568370819},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.11942046880722046},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11596587300300598},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.07767093181610107},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2189748205","doi":null,"is_oa":false,"landing_page_url":"http://www.chios.aegean.gr/tourism/VOLUME_8_No1_art17.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S4306533080","display_name":"Tourismos","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Tourismos","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":1.0,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":46,"referenced_works":["https://openalex.org/W1504620294","https://openalex.org/W1545842255","https://openalex.org/W1583956302","https://openalex.org/W1606874263","https://openalex.org/W1974402580","https://openalex.org/W1979112784","https://openalex.org/W1983990142","https://openalex.org/W1995118549","https://openalex.org/W1997397294","https://openalex.org/W2016527632","https://openalex.org/W2023290297","https://openalex.org/W2031726647","https://openalex.org/W2033692402","https://openalex.org/W2033852955","https://openalex.org/W2043738826","https://openalex.org/W2048385562","https://openalex.org/W2053844297","https://openalex.org/W2063567859","https://openalex.org/W2064008961","https://openalex.org/W2067162199","https://openalex.org/W2069630809","https://openalex.org/W2072544276","https://openalex.org/W2073481597","https://openalex.org/W2075989540","https://openalex.org/W2078106468","https://openalex.org/W2085169870","https://openalex.org/W2089212985","https://openalex.org/W2096077734","https://openalex.org/W2105723039","https://openalex.org/W2107317285","https://openalex.org/W2109390056","https://openalex.org/W2115551060","https://openalex.org/W2124761614","https://openalex.org/W2131605744","https://openalex.org/W2136455011","https://openalex.org/W2140198967","https://openalex.org/W2141270192","https://openalex.org/W2153610778","https://openalex.org/W2163577748","https://openalex.org/W2163884583","https://openalex.org/W2169717038","https://openalex.org/W2170043702","https://openalex.org/W2172273046","https://openalex.org/W2333057539","https://openalex.org/W3023039553","https://openalex.org/W3146514635"],"related_works":["https://openalex.org/W7111057425","https://openalex.org/W2576499234","https://openalex.org/W4236503648","https://openalex.org/W2069630809","https://openalex.org/W2322322034","https://openalex.org/W7014888636","https://openalex.org/W2167681836","https://openalex.org/W2083584998","https://openalex.org/W2158863904","https://openalex.org/W2339184090"],"abstract_inverted_index":{"In":[0],"light":[1],"of":[2,14,29,51,60,78,83],"competitive":[3],"pressures,":[4],"organizations":[5],"particularly":[6],"service":[7],"providers,":[8],"need":[9],"to":[10,19,64,86],"unleash":[11],"the":[12,27,47,58,84,88,95],"talents":[13],"their":[15],"employees":[16,93],"in":[17],"order":[18],"accomplish":[20],"peak":[21],"performance.":[22],"Recent":[23],"efforts":[24],"have":[25],"highlighted":[26],"importance":[28],"work":[30,52,79],"engagement":[31,53],"which":[32],"focuses":[33],"on":[34,46],"human":[35],"strengths":[36],"and":[37,49,73],"optimal":[38],"functioning.":[39],"Despite":[40],"its":[41],"potential":[42],"beneficial":[43],"outcomes,":[44],"research":[45],"prevalence":[48],"antecedents":[50],"has":[54],"remained":[55],"scarce.":[56],"Therefore,":[57],"objective":[59],"this":[61],"paper":[62],"is":[63,99],"develop":[65],"a":[66],"model":[67,90],"linking":[68],"role":[69],"clarity,":[70],"supervisory":[71],"support,":[72],"peer":[74],"support":[75,87],"as":[76],"predictors":[77],"engagement.":[80],"A":[81],"review":[82],"literature":[85],"proposed":[89],"among":[91],"customer-contact":[92],"within":[94],"Malaysian":[96],"hotel":[97],"industry":[98],"provided.":[100]},"counts_by_year":[{"year":2018,"cited_by_count":1}],"updated_date":"2025-10-10T17:16:08.811792","created_date":"2016-06-24T00:00:00"}