.../value This paper enhances one's knowledge of factors linked to employee engagement. Terje Slåtten can be contacted at: terje.slatten@hil.no © Emerald Group Publishing Limited 2011 Innovation Management strategy Hospitality services Employee involvement Norway Frontline...

... in complaint handling and an underlying structure of justice in service encounters. Justice Service failures Complaints Consumer behaviour Norway Tourism Firms strive to offer “zero‐defect” services and favorable customer experiences. A service experience may be seen as a service process...

... into a generic framework. This section develops and describes the CEO‐model, all of which is shown in Figure 1 . Furthermore, the research hypotheses formulated are derived from previous studies and existing theory. Customers Perception Theme parks Norway Hedonic services, such as tourism...

... in the marketplace. Originality/value The impact of customer service on key performance variables in ongoing relations has to the knowledge never been studied before. © Emerald Group Publishing Limited 2008 Customer services quality Consumer behaviour Banking Customer relations Norway...

.../approach A conceptual model of the aforementioned relationships has been presented. Hypotheses regarding these relationships were proposed, and data were then collected by a cross‐sectional field study of employees in six post offices in Norway. These data have been analysed to test the hypotheses...

... to, or less integrated in the decision making in the organisation. Again, the effect of part‐time arrangements is indirect rather that direct. Part‐time work Nursing homes Norway Commitment Over the last decades there has been a radical change in the way employees are linked...