Based on social learning theory, the current study examined how and when servant
leadership could promote employee service innovative behavior (SIB) in the hospitality …

We utilize the social intuitionist approach to moral judgment and moral disengagement
theory to understand why and when employees sabotage customers. We contend that when …

Purpose Rapport between service employees and customers has been suggested to be an
important determinant of customer relationship management, yet existing marketing …

Recent disruptions, labor shortages, and fiscal pressures, especially in retail service
environments, have necessitated and highlighted changes in the roles and responsibilities …

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 The purpose of this paper is to investigate how and when used by employees
influences witnessing customers' willingness to spread positive word of mouth (WOM) …

This study investigates the specific pathways through which mindfulness influences task
performance, focusing on the sequential mediating roles of psychological resilience …

Artificial intelligence enables modern robots to serve as service and sales assistants.
Today's robotic shopping assistants (RSAs) can appear either humanoid or non‐humanoid …

Purpose Despite major market-orientated reforms to enhance the competitive advantage of
Russian domestic firms, the antecedents and consequences of frontline employee (FLE) …

Purpose This study aims to explore the extent to which customer orientation and creative
benefits offered by a firm may weaken rather than strengthen customer engagement. In …