Purpose – This study aims to explore the relationship between job standardization and employee innovative behavior, as well as the mediating and moderating effects of employee psychological empowerment. Little research has been focused on the conflicting concepts of job standardization and...

Characteristics of service providers such as gender and physical attractiveness (PA) play a significant role in customer--server encounters. This study explored whether various service quality conditions and PA stereotypes would affect perceptions of service quality in customers of fine dining...