This paper offers a critical review, purview and future view of 'workforce'research. We argue
that the tourism (and hospitality) workforce research domain, beyond being neglected …

Emotional labor (EL) is the process by which employees manage their true feelings in order
to express organizationally desired emotional displays. We develop and test components of …

This study examined the effects of emotional intelligence and emotional labor on job
satisfaction in a moderated mediation model, which posits surface and deep acting …

Purpose The purpose of this paper is to examine customers' perceptions of digital banking
(DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks …

Purpose The objective of this study is to examine the impact of PAKSERV model on
customers' satisfaction, loyalty and trust in Malaysian Islamic banks. These comprehensive …

Within luxury hotels targeting multinational segments, frontline service staff are essential to
creating unique, personalized experiences for high-value, discerning clientele. Performing …

The quality experiences provided to customers, which are indeed memorable, directly
determine a business's ability to generate revenue (Pine and Gilmore 1999). However, the …

Despite its strong theoretical relevance with emotional labor, employees' ability to
understand and regulate emotions (ie, emotional intelligence, EI) has seldom been studied …

Although emotional labor gains considerable interest in research and practice, current
hospitality management literature has neglected to investigate its influence on employee …

Purpose The purpose of this paper is to explore the impact of transformational leadership
and employee empowerment on employee performance and organizational commitment …