Purpose: This paper aims to investigate the corporate-level determinants (i.e. management commitment) of work ability. It also examined whether mid-level contextual variables intensify the relationship between management commitment and the work ability of senior casino dealers....

Purpose: This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses...

Purpose: The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding...