Kang, Dae-seok; Stewart, Jim; Kim, Hayeon; Lim, Jung-chul - In: The Service Industries Journal 32 (2011) 11, pp. 1791-1809
This study aims to investigate the cognitive process by which perceived organizational justice and leader--member exchange (LMX) are channelized into role-prescribed and extra-role customer service behaviours. It proposes the mediating role of three forms of psychological empowerment (goal...