Purpose: Studies have shown that availability for work during non-work hours can impair well-being. However, there are significant inter-individual differences regarding these effects. Referring to the “effort–reward–imbalance” model and the “stress-as-offense-to-self” model, the...

Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...

Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...