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Purpose – The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance. Design/methodology/approach – In total,...
Purpose – The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs. Design/methodology/approach – A model of causal relationships is...
Purpose – Global warming has become one of the most important issues in today's world, and business behavior to prevent global warming is receiving more attention from stakeholders. Mandatory domestic emission trading schemes have not been implemented in Japan as of June 2011, resulting in more...
Purpose – The purpose of this paper is to outline the conditions for a new service system in healthcare, which will be able to match the available capacity in and between healthcare units, in order to match the need of care for the patients. Design/methodology/approach – By drawing on statements...
Purpose – The purpose of this paper is to focus on the formation of service perceptions in services that are stressful and unpleasant for customers, e.g. healthcare services. The authors set out to show that customers' happiness, here conceptualized as a stable perception of happiness one has...
Purpose – The purpose of this paper is to contribute to the existing body of knowledge about what distinguishes effective continuous improvement (CI) approaches and to explain some of the mechanisms which create a successful quality program. Design/methodology/approach – The empirical data were...
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