NM Ashkanasy, CS Daus - Academy of Management …, 2002 - journals.aom.org
Executive Overview Emotions in workplace settings and emotional intelligence are hot topics in management today. Leading business journals such as Fortune and Harvard …
SP Gonçalves, J Neves - Advances in Psychology Study, 2012 - repositorio.iscte-iul.pt
The literature review shows that little is known about the relationship between how organizations are managed through human resource management practices and employee …
ABSTRACT A model is developed that identifies individual and dyadic antecedents and outcomes for a construct we have named service encounter emotional value (SEEVal) …
Purpose The purpose of this paper is to examine the connection between performance management and employee engagement. More specifically, the authors address …
Compliance with demands to express certain emotions at certain times is difficult for most employees to achieve without also experiencing adverse effects such as stress. Emotion …
Purpose–Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and …
T Gong, JK Park, H Hyun - Journal of Retailing and Consumer Services, 2020 - Elsevier
In the current study, we develop and test a moderated mediation model that explores the mechanisms that underlie the influence of employees' emotional labor on customer loyalty …
Do human resource management practices actually work? This timely and engaging volume examines the links between people management practices and organizational performance …
NA Anaza, EL Nowlin, GJ Wu - European Journal of Marketing, 2016 - emerald.com
Purpose Frontline employees face constant emotional demands in the course of providing services to their customers, which can impact job engagement. This study aims to …