Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to express feelings and emotions that are not genuine. Such 'surface...

Purpose – The aim of this research was to explore possible origins of enduring involvement (EI) with products and stimulate relevant research. In addition, this study also examined the conditions that affect involvement development and change. Design/methodology/approach – Autobiographic...