...Gianfranco Walsh; Jason J. Dahling; Mario Schaarschmidt; Simon Brach Purpose – Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional resources, the purpose of this paper...

... in explaining the job satisfaction and performance of contingent and regular CSRs. Consistent with our expectations, contingent CSRs had less human capital but higher job satisfaction than regular workers. In addition, we found that human capital mediated the relationship between work status and job...

...Mahn Hee Yoon; Sharon E. Beatty; Jaebeom Suh This paper examines several work climate variables and their impact on service quality. While there exists a variety of work climates relevant to contact employees during service encounters, this study investigates two components for successful...