Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee … study investigates customer-employee reciprocity related to a failed service interaction and its meaning as a predictor of … this purpose, two situational experiments of customer-employee interactions (n = 260) were conducted. Both situations …

While previous research has improved our knowledge of how leadership influences employee behavior, the role of … Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement … understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those …

significant relationships between front line employee personality and customer satisfaction in the hotel industry. Customers … implications, managers may identify relevant psychological traits in order to establish a relatively good employee- job fit …