Purpose: The purpose of this paper is to test career adaptability (CA) as an underlying mechanism linking high-performance work practices (HPWPs) to met expectations, creative performance and extra-role performance. Design/methodology/approach: Data were obtained from 313 customer-contact...

Purpose: Drawing on job embeddedness (JE) and reformulation of attitude theories, the purpose of this paper is to propose a conceptual model in which JE mediates the influence of job insecurity (JIS) on quitting intentions and service recovery performance (SRP). Design/methodology/approach:...