...Petru Lucian Curșeu; Andreea Gheorghe; Mara Bria; Ioana Camelia Negrea Purpose The authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews. Design/methodology/approach This study used...

.... © Emerald Group Publishing Limited 2009 Stress Surveys Call centres The significance of frontline employees (FLEs) in responding to service failures is uncontested by managers and researchers alike (Bitner et al., 1994 ; Hartline and Ferrell, 1996 ; Singh, 2000). Because...

... Limited 2006 Services System monitoring Surveillance Stress Call centres Researchers already recognized that service work was stressful by 1920 (i.e. Donovan, 1920). Since that time, a growing body of contemporary literature does nothing but support this early contention. Factors...

...M. Williams Shows that work‐related stress has immense costs for the industry. Asks whether the costs of stress are a problem which should be accepted as part of business today, or whether it should and can be minimised. Reviews a number of causes for work‐related stress. Recommends total quality...