Purpose This paper aims to examine work engagement as a mediator of the effects of
selective staffing, job security, teamwork and career opportunities as the indicators of high …

The current study examined the relationship between transformational leadership and
service recovery performance and the mediating effect of emotional labor. To uncover …

Purpose Drawing on the service-dominant logic and the institutional theory, this paper aims
to explore the value-creating mechanisms of branding in the destination context and the …

摘要本研究建立了一个实证模型， 以检验内部品牌建设和品牌导向的领导力对员工的服务补救
绩效和离职意图的影响， 并特别强调心理契约作为中介因素。 研究采用定量的方法 …

To build the sustainable service excellence, organizations should fuel sales employees'
drive to serve customers and recover service failures to their utmost satisfaction. The primary …

A wealth of research examines firm or consumer‐based brand equity but largely ignores
internal stakeholders' perceptions of the brand asset. The present study focuses on service …

Brand relationships influence human attitudes, intentions, and behaviors. While past
research has generously explored this idea in the customer context, less research has …

The relationship between perceived justice facets and satisfaction is well discussed in
literature. The aim of this study is to test the mediating impact of customer forgiveness …

Abstract Underpinned by Job Demands-Resources theory, our study proposes and tests a
conceptual model that examines the outcomes of job crafting among flight attendants …

Purpose Many organizations expect their service engineers, or frontline employees (FLEs),
to behave as brand advocates by engaging in favorable communication about the brand …