See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/30040407 Managing employee customer service interpersonal exchanges in the hospitality industry: a New Zealand hotel case... Article Source: OAI CITATIONS 2 READS 118 1 author: Warren Goodsir Auckland University of Technology 5 PUBLICATIONS 5 CITATIONS SEE PROFILE All content following this page was uploaded by Warren Goodsir on 09 March 2015. The user has requested enhancement of the downloaded file. All in-text references underlined in blue are added to the original document and are linked to publications on ResearchGate, letting you access and read them immediately.