Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates...

This study applied Job Descriptive Index (JDI) to measure job attitudes among approximately 80 employees of four different small businesses. Through a standardized procedure, each employee filled out the survey form, responded to a structured interview, and then completed the survey form again....

Purpose – A review of the literature on franchising has revealed a significant lack of academic research on employee training in franchise systems. Further, most research in this area tended to focus on training for franchises as part of the overall package. This study seeks to address the...

An inter‐disciplinary approach is adopted to provide a deeper understanding of the human resource‐service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer‐contact employees. Hypotheses are...

The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between...

Purpose – The purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and organizational commitment, and customer‐oriented prosocial behavior of employees. Design/methodology/approach –...

Purpose – The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high...

Purpose – The purpose of this paper is to examine the impact of Internal Market Orientation (IMO) on the application of internal marketing practices and employee job satisfaction. Design/methodology/approach – Data were secured through personal interviews with hotel managers and employees...

Purpose – The purpose of this paper is to investigate the determinants of employees' core value behavior. For service brands, employees are most likely the most important vehicle in building and communicating brand core values. The paper aims to draw on two related theories on motivation to...