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Keywords: Behavior-based control system
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Journal Articles
Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor
Available to Purchase
Journal of Service Theory and Practice (2024) 34 (6): 915–940.
Published: 06 September 2024
... system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy. Design/methodology/approach This study employed three-wave online surveys...
Journal Articles
How and when does job crafting contribute to franchised restaurant managers' service performance? The moderation of headquarter control systems
Available to Purchase
Journal of Service Theory and Practice (2022) 32 (3): 378–399.
Published: 09 March 2022
... a high level of outcome-based control systems and a low level of behavior-based control systems. Originality/value Distinct from studies that have examined service employees' job crafting, this study uncovers the role of managerial job crafting in service performance. The findings contribute...
