... employee's deep acting enhances customer loyalty and willingness to recommend via customer satisfaction. Practical implications The service organization should (1) stress the importance of incentive compensation to decrease surface acting via enhancing extrinsic job satisfaction and (2) provide extensive...

...Cheryl Alleyne; Andrew Kakabadse; Nada Kakabadse Purpose The purpose of this paper is to explore the impact of the use of the human resources (HR) intranet at managerial levels in terms of internal customer satisfaction with the HR function. Design/methodology/approach Using role theory...