...-role assumptions may spill over to the job, merging employees’ gender-based stereotypes with others’ expectations of their jobs (Gutek and Cohen, 1987). Specifically, in service industries, stereotypes of women, such as being warm, welcoming, and communicative, reinforce customers’ expectations...

... Service industries Complementary to the above‐mentioned contingency perspective, theorists using the behavioral theory of the firm highlight the role of commitment and motivation as necessary antecedents to increase the service orientation in the business strategy. Donaldson (1995) , for example...

... and recognition hinder TQM implementation. This suggests that reward could be essential for the implementation of TQM. © Emerald Group Publishing Limited 2005 Leadership Remuneration Service industries Management styles Total quality management, Nigeria Total quality management (TQM...

... shops using case examples. To explore anxiety and the containment of anxiety, a psychodynamic perspective, drawing on Kleinian tradition, is adopted. © MCB UP Limited 2002 Service industries Anxiety Managers Case studies Many of an organization’s historical patterns are established...