... stressors and coping mechanisms influence vulnerability and subsequently impact service outcomes for patients and frontline employees. Design/methodology/approach The research framework, based on the Transactional Model of Stress and Coping, was used to explore secondary vulnerability among frontline...

...Raymond P. Fisk; Lia Patricio; Jiun‐Sheng Chris Lin; Haw‐Yi Liang Purpose Previous research on the relationship between service environments and customer emotions and service outcomes has focused on the physical environment. Among studies exploring the social environment, the emphasis has been...