This study examines the role of service worker customer orientation (CO) as a buffer against the detrimental effects of job burnout on job performance and turnover intentions. Data collected from frontline bank employees serve as the study setting. The tenets of the attribution theory are used...

This study examines the within and between sex differences on the relative importances of merchandise quality and interaction quality as drivers of behavioral loyalty (share of wallet). A sample of customers of a national retail chain serves as the study setting. The results indicate that for...

A model depicting the relationships among cooperative strategy, knowledge intensity and export performance is developed and tested using a sample of small and medium sized enterprises (SMEs) from Finland and Norway. The empirical results suggest that knowledge intensity mediates the relationship...

Purpose – The purpose of this paper is to investigate the moderating role of the emphasis placed by individuals on scheduling of activities on the relationship between task structure and work outcomes (i.e. job satisfaction and job involvement). Design/methodology/approach – Data were...

Resource-based learning capacity (RBLC) is an organization's specific resources - both human and tangible - that can be organized to enhance learning processes. This study develops and tests a model that examines the relationship between the learning efforts of focal firms from their...

<title>Abstract</title> The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned...