Table of contents
From victim to saboteur: Testing a moderated mediation model of perceived undermining, state hostility, and service sabotage
Li Hongbo, Muhammad Waqas, Hussain TariqBy integrating affective events theory and insights from the displaced aggression literature, the purpose of this paper is to highlight that state hostility can serve as an…
How leaders’ perceived emotional labor leads to followers’ job performance: A serial mediation model
Tae Won Moon, Won-Moo Hur, Yong Jun ChoiPrevious research has focused mainly on the antecedents and consequences of service employees’ emotional labor during the enactment of service roles, with little attention having…
Employees’ agency in the formalisation of knowledge-intensive business service processes: A cross-case comparison
Tiina Tuominen, Miia MartinsuoThe purpose of this paper is to identify and explain how different kinds of knowledge-intensive business service processes (KIBS processes) can be formalised without excessively…
Moderating effects of service separation on customer relationships with service firms: A social-exchange perspective
Faisal T. Alhathal, Piyush Sharma, Russel P.J. KingshottThe purpose of this paper is to examine the impact of service separation on the ability of service firms to build and maintain customer relationships, by exploring the differences…
The differential effects of separated vs. unseparated services: The roles of performance risk and regulatory focus
Hean Tat Keh, Nicole Hartley, Di WangThe purpose of this paper is to examine the effects of service separation on perceived value and intention to enroll in the higher education context, as mediated by perceived…
ISSN:
2055-6225e-ISSN:
2055-6233ISSN-L:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala