In contrast to prior studies examining only piecemeal aspects of employee attributes (ie,
physical attractiveness, displayed emotion, or helpfulness), the present research adopts an …

Executive Overview Emotions in workplace settings and emotional intelligence are hot
topics in management today. Leading business journals such as Fortune and Harvard …

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 …

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 …

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 …