... and eventually to sales performance. Design/methodology/approach Branches of a major retail bank in New Zealand serve as the study setting. Data pertaining to management commitment/concern and service climate were collected using an intranet survey distributed to the branch employees, and customer...

... personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service...