Purpose – The purpose of this study is to investigate the relationship between sense of calling and career satisfaction of hotel frontline employees and to analyze the mediation role of knowledge sharing with organizational members given the rapidly growing academic interest in the meaning of...

Purpose – This study aims to explore the relationship between job standardization and employee innovative behavior, as well as the mediating and moderating effects of employee psychological empowerment. Little research has been focused on the conflicting concepts of job standardization and...

Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional...

Purpose – The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee. Design/methodology/approach – The authors examined the effects of emotional labor (surface acting and deep acting) on frontline employee...

Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was...

Purpose – In the increasingly competitive retail environment, retailers’ ability to elevate frontline employees’ customer orientation (CO) can make the difference between the success and failure of their stores. However, the question of how to enhance employee CO is a tricky one. It has...

Purpose – Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and current employees in the hopes of attracting, retaining, and rewarding key employees. Recently, the construct of...

Purpose – The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality. Design/methodology/approach – Data were gathered from 207 frontline employees (FLEs). A confirmatory factor analysis...

Purpose In today’s retail environment, retailers’ leadership skills can make the difference between the success and failure of their retail stores. Despite the acknowledgment that retailers’ leadership skills and behaviour are important, treatment of the topic within the retail marketing...

This research explored the effect of social network sites (SNS) use intensity in the workplace on three aspects of job burnout. The data were collected from non-teaching employees from universities in the U.S. (N = 174) and in Thailand (N = 182). Results from partial least squares regression...