Emotional labor has been an area of burgeoning research interest in occupational health
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …

The dark side of customer behavior has been receiving increasing attention in the business
and management literature in recent years. Scholars have used various terminologies to …

Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …

The COVID-19 pandemic has unhinged the lives of employees across the globe, yet there is
little understanding of how COVID-19 health anxiety (CovH anxiety)—that is, feelings of fear …

Purpose The COVID-19 pandemic has suddenly brought about a number of disruptions to
when and where work is undertaken for hospitality employees. The rapid spread of COVID …

Artificial intelligence technology is changing the way services are delivered and introducing
opportunities for new sources of service failure. The purpose of this paper is to examine how …

Implicit in many discussions of work–family issues is the idea that managing the work–family
interface is more challenging for women than men. We address whether this intuition is …

This literature review was conducted to investigate the association between emotional labor
and burnout and to explore the role of personality in this relationship. The results of this …

This article reviews the research and theory that have focused on the design of jobs in
organizations. We begin by summarizing some of the earliest work on this topic and then …

Mindfulness describes a state of consciousness in which individuals attend to ongoing
events and experiences in a receptive and non-judgmental way. The present research …