This article presents a qualitative study exploring service employees' experiences of quality-productivity tensions in the workplace, and how they cope with such conflicts. Semi-structured interviews were conducted with 50 service employees. Content analysis suggests that organization-level...

Purpose: The purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline...