... service Creativity Turnover intention Employee behaviour Employee attitudes Evaluation of one's own performance need not alone cause pride emotions. Employees can experience pride emotions based on the performance of close reference persons or objects (Tracy et al., 2010...

... can motivate group members to attain collective goals such as positive affective delivery (Hackman, 1992). Therefore, it is hypothesized: Employee attitudes Service delivery Emotional intelligence Consumer behaviour Affective psychology Although there is abundant evidence...

..., we contribute to research on services management and organizational justice by empirically examining the implications of the TMF that bear on customers as a source of (in)justice toward service employees. Customer relations Employee attitudes Employee behaviour Hospitality services United...

... as perceived by customers. Customer services quality Employee attitudes Autonomous work groups Cumulative research on service operations over the past decade has demonstrated that relinquishing greater decision‐making authority to the front‐line increases the effectiveness of service delivery...

... related to frontline employees' job performance. Family Role conflicts Employee attitudes Gender Hotels Turkey In an era of intense competitive pressures, dwindling resources and discerning customers, service organizations including hotels, the setting of this study, realize...

... along with job‐design and supervisory factors as antecedent to role clarity. Avinandan Mukherjee can be contacted at: mukherjeeav@mail.montclair.edu © Emerald Group Publishing Limited 2006 Customer service quality Call centres Employee attitudes United Kingdom Call centre...

... are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review...

... suggest that perceptions of emotional effortlessness can have a significant and positive impact on customer evaluations, but only in relational (as opposed to discrete) service situations. © MCB UP Limited 1998 Consumer attitudes Customers Employee attitudes Service quality I worked...

... satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a customer satisfaction measurement approach can be applied to the measurement of employee attitudes. Suggests that the metaphor...

... UP Limited 1994 Customer care Customer satisfaction Employee attitudes Interaction Internal marketing Market research Performance appraisal Professionalism Service quality Bitner et al. (1990) proposed a classification scheme for use in understanding the external...

..., it is argued that customer‐focused management in general (simultaneously of marketing, of HRM, of operations, etc.) might enhance competitiveness in the marketplace. © MCB UP Limited 1994 Customer requirements Employee attitudes Employee selection Human resource management Market segmentation...