Purpose – Literature on the services industry's front‐line employees has largely focused on the relationships between … service providers and customers. However, there is increasing approbation that managers influence the front‐line employees …' motivation, ultimately impacting service quality. This study investigates the relationship between front‐line employees …

for employment relations in terms of remuneration, management and accountability, and education and training. Research …, management and accountability, and education and training. Originality/value – This paper offers the first account of this …

paper aims to explore how employee agency manifests itself, how it is reflected in employees' perceptions of their … draws on a qualitative interview study of employees from the mobile phone content production industry in Finland. The … creativity, all of which have implications for employees' psychological contracts. Employees emerge as active parties to the …

across the US. A total of 33 management practices were identified using a qualitative content analysis methodology; including … the major categories of management communication, hiring, training, and positive incentive systems. Results suggest areas … for future research, as well as simple and cost‐effective management practices which wineries and vineyards can implement …