Frontline employees in traditional customer service units are under increasing pressure to
pursue the twin goals of providing quality service while achieving productivity gains by …

Frontline employees are generally under great pressure, and carry out repetitive and
mundane daily tasks, leading to burnout and a high turnover intention among them. To …

This study examines the effects of customer orientation and servant leadership on frontline
employees' burnout and, subsequently, on their turnover intentions. Also investigated in the …

The aim of the study is to investigate the Lecturers' burnout behaviors and consequences in
public and private higher education institutions in the Kurdistan region of Iraq. Because of …

Employee empowerment is widely viewed as a promising approach to improve operating
efficiency and customer service. But the most effective way to empower the staff is not …

Purpose Using the basic framework of the service profit chain, this study aims to develop an
integrated model that explains the relationships among role overload (RO), customer …

Empathy is a multifaceted skill and asset for health care providers. This paper uses current
neuroscience literature of empathy to generate nuanced theory of how empathy can be …

Purpose–The purpose of this paper is to examine whether hope as a personal resource
moderates the relationships between job burnout and frontline bank employees' in‐role and …

While considerable research explores job stress interventions for employees dealing with
legitimate customer complaint behavior, managerial interventions relating to illegitimate …

Purpose The purpose of this paper is to propose a moderated mediation model wherein
abusive supervision predicts subordinate's stress and turnover intentions through …