Journal of Service Theory and Practice: Volume 28 Issue 5

Go home and kick the dog: Spillover effects of experienced coworker incivility on customer-directed counterproductive work behavior

Tae Won Moon, Won-Moo Hur

The purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion…

Executive ethical decisions initiating organizational culture and values

Eileen Bridges

Ethical decisions determine which individuals and/or groups benefit, and which suffer. Such decisions by executives impact front-line providers directly and customers indirectly;…

The role of proto-institutions within the change of service ecosystems

Michael Kleinaltenkamp, Daniela Corsaro, Roberta Sebastiani

The purpose of this paper is to examine the role of proto-institutions that are new institutional subsystems that subsequently affect the current institutional arrangements in the…

Work design and frontline employee engagement

Ji “Miracle” Qi, Alexander E. Ellinger, George R. Franke

In response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the…

Read into the lines: the positive effects of queues

Rungting Tu, Wenting Feng, Cheryl Lin, Pikuei Tu

Companies work hard to reduce queue lengths due to the common belief that queues in general are undesirable. Extant literature mainly has focused on the negative consequences of…

Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging

Vittoria Marino, Letizia Lo Presti

In recent years, marketers have adopted new technologies to engage customers and better meet customer needs throughout the customer journey. The purpose of this paper is to…