Fostering engagement among emotionally exhausted frontline employees in financial services sector Available to Purchase

Gurjeet Kaur Sahi is an associate professor of marketing at Indian Institute of Management, Amritsar. Before joining IIM-Amritsar, she was professor of marketing in the Department of Commerce at University of Jammu, Jammu and Kashmir. She has undergone Faculty Development Programme from the Indian Institute of Management, Ahmedabad, Gujarat. She has more than 18 years of teaching and research experience. She has guided 12 PhD and 21 MPhil candidates. Her work has appeared (or accepted) in numerous journals of international repute, including Journal of Small Business Management, International Journal of Production Economics, International Journal of Operations and Production Management, Decision Sciences, Journal of Services Marketing, Service Industries Journal, Journal of Strategic Marketing, International Journal of Retail and Distribution Management, Managing Service Quality, Asia Pacific Journal of Marketing and Logistics, International Journal of Bank Marketing and Vikalpa among others. Her 2010 article in Marketing Intelligence and Planning was one of the highly commended articles of the year. She is a recipient of Prof. Manubhai M. Shah Memorial Award for Excellence in Commerce and Business Management (MMSMA) in 2017, instituted by Indian Commerce Association. She serves on the editorial review board of International Journal of Bank Marketing and Journal of Global Marketing.

Sanjit K. Roy is an associate professor of marketing at UWA Business School. He is a certified LEGO® SERIOUS PLAY® Facilitator. He is an associate editor at European Journal of Marketing and on the editorial boards of Journal of Business Research and Journal of Services Marketing. He is guest editing special issues for Journal of Marketing Management, International Journal of Information Management and Journal of Service Theory and Practice. His research interests include customer experience management, impact of technology on marketing and transformative service research. He has published in journals including Industrial Marketing Management, European Journal of Marketing, Journal of Business Research, Journal of Marketing Management, Internet Research, Information Systems Frontiers, Journal of Services Marketing, Journal of Service Theory and Practice and Computers in Human Behaviour among others. He also co-edited three case books published by Springer: (1) Marketing Cases for Emerging Markets, (2) Services Marketing Cases in Emerging Markets – An Asian Perspective and (3) Strategic Marketing Cases in Emerging Markets. He was awarded UWA's Vice Chancellor's Early Career Investigators Award 2015 and selected in UWA's Emerging Research Leaders program in 2018.

Tisha Singh has completed her Ph D from P G Department of Commerce, University of Jammu, India. Her research interests are in the areas of emotional resources, Job demands-resources model and frontline employees.