Purpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach...

Purpose: Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee...

A Thesis Submitted In Partial Fulfillment of the Requirements For the Degree ofMaster of Science-PsychologyIndustrial/Organizational

Purpose: The purpose of this paper is to explore the changing nature of the relationship between service workers and their work arrangements. Building upon classical and contemporary management theories and examining current trends and disruptions in employment relationships, it proposes a...