Liang, Haw-Yi; Chu, Chih-Ying; Lin, Jiun-Sheng Chris - In: Journal of Service Management 31 (2020) 6, pp. 1071-1105
Purpose: Keeping both employees and customers highly engaged has become a critical issue for service firms, especially for high-contact and highly customized services. Therefore, it is essential to engage employees and customers during service interactions for better service outcomes. However,...