... Satisfaction Service Hope Attribution Positive psychology Frontline employees (FLEs) play an important role in the service economy. In the US, there are 14 million FLEs in sales roles alone (Korschun et al., 2014). FLEs deliver core services, act as boundary-spanners, work at uncertain...

... quality, an opportunity to fulfill the need(s) for self-uniqueness or social inclusion or an avenue to avoid social exclusion. In addition, the benefits of long queues may come from consumers’ joining a line to seek desirable outcomes/gains based on their attribution of the queue, and consumers...

..., crisis communication and empathic concern, are tested using two experimental design studies of 180 and 107 adult respondents. Findings – The effects of both empathy (positive) and anger (negative) on attitudes toward the SSWs involved in crisis are mediated by controllability of attribution...