Chen, Pei-Chi; Chi, Nai-Wen - In: Personnel Review 51 (2021) 4, pp. 1427-1448
Purpose: Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational mechanisms (i.e. intrinsic/extrinsic satisfaction) as well as emotional mechanisms (i.e. emotional labor...