In business-to-business (B2B) contexts, sales organizations require both long-term and stable partnerships to accomplish their tasks effectively and enhance mutual value and satisfaction for the parties involved. Collaboration and satisfaction are two connected and central issues in the...

Purpose:Innovation has been traditionally considered as a generator of competitiveness. Despite the increasing importance of innovation in the literature, there is no agreement about its antecedents. This clearly makes difficult and risky for the managers to choose suitable strategies to promote...

Purpose – Although servant leadership (SL) improves the overall effectiveness of individuals and teams, it remains understudied. The aim of this paper is to provide insight into the mediating mechanisms through which perceived SL affects salespersons’ proactive and adaptive behaviors....

Purpose – The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also to compare similarities and differences of perceived justice in negative service encounters in these...

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...