The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...

The employees deliver services to customers and interact with them using emotional labor. The causes of emotional exhaustion under several circumstances have been thoroughly investigated. One approach is to view the employee-customer interaction as an actor-audience relationship, known as...

The Institute of Business Sciences of the University of Miskolc carried out a survey of management consulting firms and enterprises in 2001, 2005-2006 (Szadai, 2007), 2011-2012 (Tokár-Szadai, 2014), and 2015-16 in North-eastern Hungary. The goal of our surveys was to determine the status...

The Institute of Business Sciences of the University of Miskolc conducted a survey in 2001, 2005-06, 2011-12 and 2015-16 among consultants and their clients. In this study, the author presents on the basis of which aspects the clients choose a consultant, what the difference is between the...

Business advisors and their impact on the perfor -mance of micro, small and medium-sized com- panies (MSMEs) have been in the focus of many researchers for a long time. MSMEs are reporting increasing interest in professional business advice, but only a small share of MSME owners is using...

In diesem Beitrag stellen wir die Frage ins Zentrum, wie Kollektivakteure arbeitsbezogene Ungleichheiten in einer sozialen Umwelt mit institutionalisierten Arbeitsbeziehungen sozial konstruieren. Empirisch untersuchen wir qualitativ-explorativ, wie sich die Kategorisierung von Leiharbeit durch...

This article aims at exploring the stage of implementation of mediation as method for the alternative resolution of disputes among consumers and providers of banking services, in Romania. The importance of the topic stems from the increase in the number of customer complaints about banking...

This article analyzes the promotion of social entrepreneurship through the delivery of services in public business incubators in the Madrid region. The research is innovative since the implication of the public sector in boosting social entrepreneurship is quite new in Spain. Methodology starts...

During 2009-2011 the tourism industry at the Black Sea shore experienced a significant downturn as a direct result of the global economic crisis and a shy growth in 2012-2013 period. In this context of difficult macroeconomic conditions and a hardly predictable number of tourists, the suppliers...

The impact of the knowledge based society, especially on knowledge intensive business services, proved to have a really significant influence on the development of services industry. Consultancy services are acknowledged as innovation-intensive and knowledge-intensive business services at the...