Purpose: The purpose of this study is to compare private and public hospitals’ sustainability actions, as well as to contrast their organizational evolution over time (i.e. past, present and expected future) in the Spanish health-care sector. Sustainability initiatives refer to...

Purpose: This paper aims to center on the value of cultivating norms for market orientation (MO) in professional service firms (PSFs). Based on social capital theory, three variables for norm-based behavioral activities of MO were suggested, i.e. leadership support (LS), relationship learning...

Purpose: The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention. Design/methodology/approach: This paper is based on a questionnaire survey with service receivers in the Mexican...

Purpose – The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs. Design/methodology/approach – A model of causal relationships is...

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...

Purpose The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred. Design/methodology/approach Three categories of teleological actions...

Purpose – The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the...