Issues

Go home and kick the dog: Spillover effects of experienced coworker incivility on customer-directed counterproductive work behavior

Tae Won Moon; Won-Moo Hur
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Executive ethical decisions initiating organizational culture and values

Eileen Bridges
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The role of proto-institutions within the change of service ecosystems

Michael Kleinaltenkamp; Daniela Corsaro; Roberta Sebastiani
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Work design and frontline employee engagement

Ji “Miracle” Qi; Alexander E. Ellinger; George R. Franke
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Read into the lines: the positive effects of queues

Rungting Tu; Wenting Feng; Cheryl Lin; Pikuei Tu
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Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging

Vittoria Marino; Letizia Lo Presti
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