Purpose: This study aims to examine the effects of employee voice (EV) and team-member exchange (TMX) on employee job satisfaction (EJS) and affective commitment to an organization among Gen Y employees of hotel companies in the USA and China. Design/methodology/approach: Using a Qualtrics...

Purpose: Prior research studying the mechanisms by which brand reputation influences consumer behaviors has largely relied on respondent measures of brand reputation, resulting in an inability to ascertain the causal direction of relationships. Using third party measures, this paper aims to...

Purpose: Consumers who share their suggestions with firms contribute valuable knowledge and both exhibit and reinforce positive customer engagement. Yet, the motivational antecedents of direct-to-firm customer suggestion sharing remain understudied. This study aims to investigate how potential...

Purpose: Very few studies have considered how customer participation (CP) influences service employees' well-being. CP may lead employees to engage in emotional labor strategies (surface/deep acting), which can elevate their job stress. Whereas surface acting involves falsifying emotions, deep...

Purpose: This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship....