Purpose – This paper aims to explore front line employee performance in retail banking and presents distinct components of employee performance, including extra‐role and sabotage behaviours. Design/methodology/approach – Data was collected from Irish bank employees. Usable responses were...

Purpose – This paper aims to examine the influence of the culture of the service firm on its interpretation of the role of the brand and on the development and implementation of its brand values. Design/methodology/approach – A grounded theory approach was used. Interviews were conducted...