... are mediated by customer emotions. Specifically, the effect of employees’ in-role behaviour on customer participation was mediated by customers’ positive and negative emotions, whereas the effect of employees’ OCB was mediated by customers’ positive emotions but not by their negative emotions. Practical...

...Alastair Tombs; Sally Rao Hill Purpose – The primary objective of this article is to investigate customer reactions to service employees with accents that differ from a non-native accent taking into account customer emotions. Design/methodology/approach – This article reports on a study...