Journal of Service Theory and Practice: Volume 32 Issue 6

Effects of the manager's goal orientation on frontline service employees' service–sales ambidexterity conversion

HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun Liao, Jiun-Yu Wu

Ambidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks…

How can the subjective well-being of nurses be predicted? Understanding the mediating effect of psychological distress, psychological resilience and emotional exhaustion

Elham Anasori, Kemal Gurkan Kucukergin, Mohammad Soliman, Fadime Tulucu, Levent Altinay

This paper aims to examine the relationships among work–family conflict (WFC), cognitive regulation, psychological resilience (PR), psychological distress (PD), emotional…

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

Petru Lucian Curșeu, Andreea Gheorghe, Mara Bria, Ioana Camelia Negrea

The authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.

Online service failure: antecedents, moderators and consequences

Mohd Adil, Mohd Sadiq, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Deepak Sangroya, Kumkum Bharti

The purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging…

Dynamic customer-oriented relational capabilities: how do they impact internationalizing firm performance?

Abhishek Mishra, Thomas Anning-Dorson

This work proposes that a multi-national service company (MNSC) needs to develop dynamic customer-oriented relational capabilities (DCRC), constituting dynamic service…