Purpose: This paper aims to explore the influence of frontline employees’ (FLEs’) positive psychological capacities (PPCs) (optimism, hope, resilience and self-efficacy) on service recovery. Design/methodology/approach: A model of FLE PPCs is tested using two studies: a field study (Nretail...

Purpose: Intercultural competence has been found to be increasingly important. The purpose of this paper is to understand how intercultural competence impacts service providers’ ability to recognition faces of both black and white consumers. Design/methodology/approach: Two experiments were...