...Harish Yadav; Rajib Lochan Dhar Purpose This study explores how service sector employees perceive, appraise, and cope with the disruptive impacts of organizational AI adoption—an aspect often overshadowed in literature by strategic and technical concerns. Design/methodology/approach The study...

...Jessica Mayer; Nadia Zainuddin; Rebekah Russell-Bennett; Rory Francis Mulcahy Purpose The purpose of this paper is to understand the role of perceived threat, brand congruence, and social support on consumer coping strategies for a preventative health service. Design/methodology/approach...

... behaviour which strengthens rapport between service employees and their customers. Humour also permits frontline service employees to better cope with the emotional challenges of their work, thus promising to reduce emotional labour and increase well-being. The effectiveness of service recovery efforts may...