... author Donald C. Barnes barnesd@uncw.edu 25 08 2025 24 12 2025 03 05 2026 05 07 2026 07 07 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Employee delight Employee attitudes Emotion theory Scale...

...Aron O'Cass; Tobias Schlager; Mareike Bodderas; Peter Maas; Joël Luc Cachelin Purpose There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. This paper seeks to focus on how to create favourable employee attitudes that are relevant...

... be contacted at: p.patterson@unsw.edu.au © Emerald Group Publishing Limited 2011 Health services Services marketing Individual behaviour Personality Employee attitudes Thailand An executive summary for managers and executive readers can be found at the end of this article...

... a range of issues about which managers should be aware and proactively manage. Lloyd C. Harris can be contacted at: lloyd.harris@ubs‐ac‐uk © Emerald Group Publishing Limited 2010 Consumer behaviour Consumers Research Service levels Employee attitudes Customers An executive...

... of five internal service success factors that influence service quality. John Gountas can be contacted at: j.gountas@latrobe.edu.au © Emerald Group Publishing Limited 2009 Customer services quality Production services Internal marketing Employee attitudes An executive summary...

.... This paper addresses these voids by providing and discussing a comprehensive list of the pros and cons of tipping and its alternatives from a business perspective. © Emerald Group Publishing Limited 2008 Money Employee attitudes Recruitment Incentives (psychology) An executive summary...

... 1998 Banking Customer satisfaction Employee attitudes Services marketing Service quality Waiting for service is a very common experience. Customers may wait before a service is rendered, during its delivery, and even after the core service has been completed. Owing to the real time...

.... behavioral repertoires provide an effective means for doing so. © MCB UP Limited 1997 Employee attitudes Individual behaviour Organizational performance Services marketing The process of delivering a service involves a chain of related services and servers and the successful enactment...

... by helping members and nonmembers identify each other and by helping these groups to discern patterns of authority and responsibility in organizations (Rafaeli and Pratt, 1993, p. 48). © MCB UP Limited 1996 Employee attitudes Perceptions Services marketing Work psychology Workwear...

... that help shape employees′ attitudes toward their jobs. Over the past several years, considerable attention has been given to role conflict, role clarity, job tension and job satisfaction as four very important determinants of the performance of individuals and their impact on the operational effectiveness...

... are positively related to customer‐orientation, while satisfaction with pay is not of significance in this case. Discusses recommendations for management and suggestions for further research. © MCB UP Limited 1992 Customer‐oriented performance measures Employee attitudes Employee relations Job...

... with difficulties in employee/customer communication. Suggests ways of improving customer contact and of measuring employee attitude towards customers. Argues that a multidimensional model of service quality must measure individual employee attitudes and make sure that customers′ views are heard. COMMENTARY HOW...