Seger-Guttmann, Tali; Medler-Liraz, Hana - In: Journal of Services Marketing 34 (2020) 5, pp. 683-696
Purpose: Service research has highlighted the role of emotional labor in service delivery but has neglected service employees’ actions. This study aims to distinguish between the recurrent in-role and extra-role actions of service employees and to examine the joint effect of service...