Purpose: Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate. Design/methodology/approach: Data are collected from a sample of 549...

In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical attractiveness, displayed emotion, or helpfulness), the present research adopts an encompassing approach and considers these attributes simultaneously. These three attributes were selected as...

Purpose – Consumer racism (CR) is a highly relevant issue to societies such as Australia and one which has, up until now, been somewhat neglected by marketers. This paper aims to investigate this relatively “new” construct and its impact on product evaluation and subsequent willingness to...