... as an important area in the services literature with calls to examine how service providers and businesses can facilitate movement from service exclusion to service inclusion (Edwards et al., 2018 ; Johns and Davey, 2019 ; Rosenbaum et al., 2017). Understanding the role of identity...

... organizational identification. Intangible dimensions such as value congruence, management trust and embeddedness play a limited role in the model. Research limitations/implications Results show that ISC sales performance is enhanced when an ISC views their identity and the identity of the firm as highly...

.... The instruments, which were identical except in scenario sections, were administered on 788 second-generation Mexican American customers, resulting in 271 (fast food) and 265 (post office) effective responses. Findings In both service contexts, when employees initiated conversation that matched (English...