... of CP while mitigating its drawbacks. Design/methodology/approach The measurement instruments were first validated via a pilot study (179 employees, 48 teams). Subsequently, the main survey (327 employees, 67 teams) tested the hypotheses. Findings The results indicate a positive main effect...

... with in-home service consumption using fuzzy-set qualitative comparative analysis’ configurational approach. The human resources and organizational behavior (HR/OB) literature on remote work has demonstrated that it influences not only productivity and employee retention but also the separation between...

..., and strengthen SS via supervisor feedback, peer networks and recovery opportunities. Social implications Fostering supportive workplace climates can sustain the well-being of young service employees, reduce turnover and enhance service quality. Originality/value This study integrates sequential...

...Svetlana De Vos; Kay-Anne Haykal; Bora Qesja; Samaneh Soleimani; Joanne Harris; Gediminas Lipnickas; Sarah Renee Brodhead Ahmadi; Ana Brochado; Sally Rao Hill; Sandro Rajic Purpose This paper aims to explore how the employee experience ( EX ) is shaped and managed during phygital transformation...

...Walid Chaouali; Mohamed Yacine Haddoud; Mohamed Mousa; Ahmed Mohamed Elbaz; Narjess Aloui; Fawzi Dekhil Purpose This study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social support...

... experience and service employees. Findings This paper demonstrates how implicit measures can investigate paramount service-related subjects. Additionally, it provides essential methodological “need-to-knows” for assessing others’ work with implicit measures and/or for starting your own use of them...

..., employees and other actors to the impacts of disruptive shocks has received little attention. Since resource scarcity from disruptive shocks heightens tensions around balancing different needs in the service system, this paper aims to propose a framework of balanced centricity and service system resilience...

...Giang Hoang; Tuan Trong Luu; Tuan Du; Thuy Thu Nguyen Purpose Employee’s service innovative behavior lays the groundwork for bottom-up innovation and ongoing service improvement in service firms. Therefore, it is vital for service organizations to understand the antecedents of employees service...

...Elias Ertz; Laura Becker; Marion Büttgen; Ernest Emeka Izogo Purpose Customer sweethearting is a common illicit behavior of frontline employees in service firms. This paper aims to examine the impact of supportive–disloyal leadership behavior on customer sweethearting at different levels of leader...

...Donia Waseem; Sergio Biggemann; Tony Garry The findings identify six key drivers that motivate employees to facilitate value co-creation: rewards and recognition, opportunities for life-long learning, interpersonal engagement, role responsibility and accountability, organisational vision...

...). The purpose of this paper is to examine how frontline employees (FLEs) respond to these firm-level values through four outcomes. Design/methodology/approach Polynomial structural equation modeling with response surface analysis was implemented on FLEs survey data to uncover how different levels of EO...

...Alice J.M. Tan; Raymond Loi; Long W. Lam; CherisW.C. Chow Purpose Service employees often encounter jaycustomer behavior in their daily interactions with customers. This paper aims to investigate the influences of day-to-day jaycustomer behavior on service employees’ performance and behavior...

... successfully their core promises to customers is dependent on employees’ experience with the firm (Grace et al., 2017 ; Kadic-Maglajlic et al., 2018). However, current IM wisdom advances a firm-dominated perspective of value creation (Lings, 2004), without looking into how internal...