Purpose: The inherent characteristics of professional services (i.e. high in credence properties, customized and featuring information asymmetry) often cause difficulties for clients to confidently evaluate technical outcomes before, during or even after service delivery. This results in...

Drawing on the climate-attitudes-outcome framework, this article examines the mediating effect of job satisfaction on the relationship between psychological climate perceptions (i.e., service climate, team support, and job security) and the job performance of frontline service employees. The...

Innovation and the customer participation are central issues in research focusing on the performance of firms. However, the current literature offers little guidance on the extent of connection between firm innovation capabilities and customer participation and how they work together to enhance...