Table of contents
Go home and kick the dog: Spillover effects of experienced coworker incivility on customer-directed counterproductive work behavior
Tae Won Moon, Won-Moo HurThe purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion…
Executive ethical decisions initiating organizational culture and values
Eileen BridgesEthical decisions determine which individuals and/or groups benefit, and which suffer. Such decisions by executives impact front-line providers directly and customers indirectly;…
The role of proto-institutions within the change of service ecosystems
Michael Kleinaltenkamp, Daniela Corsaro, Roberta SebastianiThe purpose of this paper is to examine the role of proto-institutions that are new institutional subsystems that subsequently affect the current institutional arrangements in the…
Work design and frontline employee engagement
Ji “Miracle” Qi, Alexander E. Ellinger, George R. FrankeIn response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the…
Read into the lines: the positive effects of queues
Rungting Tu, Wenting Feng, Cheryl Lin, Pikuei TuCompanies work hard to reduce queue lengths due to the common belief that queues in general are undesirable. Extant literature mainly has focused on the negative consequences of…
Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging
Vittoria Marino, Letizia Lo PrestiIn recent years, marketers have adopted new technologies to engage customers and better meet customer needs throughout the customer journey. The purpose of this paper is to…
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ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala