Wang, Emma Junhong; Berthon, Pierre R.; Bechwati, Nada Nasr - In: Journal of Services Marketing 35 (2020) 4, pp. 453-472
Purpose: This paper aims to explore the effect of employees’ state mindfulness, a short period of mindful presence, on the quality of the service they provide in a service encounter. Design/methodology/approach: Three studies are conducted. A pilot study explores the relationship between...