Purpose: Service research has highlighted the role of emotional labor in service delivery but has neglected service employees’ actions. This study aims to distinguish between the recurrent in-role and extra-role actions of service employees and to examine the joint effect of service...

Purpose: The purpose of this paper is to explore the concept of customer discomfort in service settings when employees and customers who share social incompatibilities, stemming from war, nationalism, religious differences or terrorism, work together in service settings....