The current study explores what defines customer experience in small businesses. Unlike
the technology-oriented customer experience characterizing large enterprises, small …

Purpose This paper aims to explore the effects of interpersonal conflicts in the social
workplace on various rationalized, knowledge-hiding behaviors in service organizations …

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 …

This study aimed to evaluate shame for mental health problems, and explore relationships
between shame, self-criticism, self-reassurance, and mental health among UK hospitality …

Purpose The concept of emotional labor refers to the management of emotions in interaction
with customers. This study aims to suggest an integrative definition of emotional labor. It …

Extant studies examining emotional labor and job satisfaction have generally been limited
by examining only surface and deep acting. This study builds upon extant studies by …

Purpose As a service segment, the food and beverage industry has great potential for
intensive interface between the consumer and the service provider and between the service …

Purpose Relationship marketing is about developing, maintaining and sustaining mutually
beneficial customer–organisation relationships as measured by economic gains. Yet, a …

Given the importance of the customer hotel experience, this study examined the moderating
role of emotions and satisfaction on the hotel micro-experiences phases: anticipation …

Purpose This study aims to examine whether authentic flirting behavior contributes to
positive service outcomes (ie rapport and tip size) in luxury vs non-luxury restaurants …