Purpose: Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective,...

Purpose: The purpose of this paper is to test the effects of the service orientation on bank-employee behaviors; to empirically examine the moderating role of the productivity orientation in an effort to explain when and why the simultaneous pursuit of the service orientation and the...

Purpose: This study investigated the effects of social capital on frontline bank employee's adaptive selling behavior via the psychological process. Frontline bank employees' positive social relationships enhance their perception of the work environment and encourage work engagement. With the...

Purpose: The aim of this paper is to test how leader–member exchange (LMX) interacts with procedural justice climate to influence three types of employee motivation (i.e. achievement striving motivation, status striving motivation and communion striving motivation). Furthermore, this study...

This study examines the effects of product complexity, criticality, and innovativeness on OEM performance when those links are mediated by the original equipment manufacturer (OEM)'s participation in the SME supplier's new product development and moderated by the manufacturer's culture. A...

Purpose This paper aims to develop a research model that proposes a relationship among customer power, psychological empowerment and voice behavior of frontline employees (FLEs). The model also suggests that managerial openness, as a result of the manager–employee interface, contributes by...

Purpose The purpose of this paper is to examine how service employee’s perceived customer participation influences beneficial deep acting behaviors among service personnel while dampening the development of the less-beneficial surface acting, which subsequently affects service employees’...

Purpose – This study aims to investigate the effect of social undermining on the service employees' boundary-spanning behavior though perceived fit with job (P-J fit). This study also aims to examine the moderating role of ethical climate in the relationship between service employees'...