... that the effects of NSD success factors are contingent on congruence with national culture. Culture Service innovation Customer integration Employee behaviour Business performance New service development Research on NSD has grown considerably during the last decades, as indicated by the recent...

... 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...

... the unfairness/fairness dimension of human interactions. Retaliatory reciprocity – when an employee's behavior aims at “settling the score” with an employer – has been a long‐standing justice theme in the organizational behavior literature (for a review, see Folger and Cropanzano, 1998). An analogy...

... and punishments, and guide what are appropriate emotional displays (Hochschild, 1983 ; Rafaeli and Sutton, 1987). Such display rules for emotional expressions help guide employee behavior and interpersonal performance (Diefendorff and Gosserand, 2003), since there will inevitably be situations when employees do...

.... Consumer behaviour Customer satisfaction Complaints Compensation Employee behaviour In many service environments, customer dissatisfaction with the consumption experience is derived, at least partially, from the misbehavior of other customers. Bitner et al. (1994) , for example...

... as the partial meditating effects of employees' brand identification, commitment and loyalty. Khanyapuss Punjaisri can be contacted at: khanyapuss.punjaisri@ntu.ac.uk © Emerald Group Publishing Limited 2009 Brand identity Brand loyalty Thailand Employee behaviour Hotel and catering industry...

... by a firm's assumed responsibility regarding other customer failure. Wen‐Hsien Huang can be contacted at: whh@dragon.nchu.edu.tw © Emerald Group Publishing Limited 2008 Customer satisfaction Social interaction Employee behaviour Services Buying behaviour Perceived employee effort...

... with empowerment in its true sense” (Baum, 1997, p. 111). In an attempt to address the issue of control over empowered employees' behavior, Lashley (1997, p. 36) argues that “empowerment represents a shift in the locus of control from externally imposed directive control to internally imposed self...