This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

Purpose The purpose of this study is to gauge the effects of challenge and hindrance stressors as well as three high-performance work practices (HPWPs) such as training, empowerment and rewards on work engagement (WE) and turnover intentions (TI). This study also tests customer orientation (COR)...

Purpose – The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees’ in‐role and extra‐role performances. Design/methodology/approach – Frontline employees of several banks throughout the...

Purpose – The purpose of this paper is to examine the relative efficacies of a set of organizational support mechanisms and personality traits in predicting frontline employees' service recovery and job performances. Design/methodology/approach – Data were gathered through...

Purpose The purpose of this paper is to investigate work engagement (WE) as a mediator of the influence of psychological capital (PsyCap) on lateness attitude and turnover intentions. It also examines lateness attitude as a mediator between WE and turnover intentions. Design/methodology/approach...