Purpose: This paper aims to understand the relationships of complementary specialization, cognitive trust, affective trust, tie strength and similarity with group formation intention. Design/methodology/approach: The data have been collected from 30 management students from a batch of 110...

Purpose The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the...