Service recovery captures the organizational actions of seeking and dealing with a failure in
service delivery. Although many studies have examined the outcomes of organizational …

With businesses under increasing pressure to provide excellent customer service,
postfailure recovery strategies have become critical for long‐term customer satisfaction and …

Common method variance (CMV) is the amount of spurious correlation between variables
that is created by using the same method-often a survey-to measure each variable. CMV …

Purpose The purpose of this paper is to investigate work engagement as a mediator of the
impacts of supervisor support and self-efficacy on quitting intentions, and examine self …

The main purpose of the study was to examine the influence of workplace ostracism on
service recovery performance (SRP). Because effective SRP is crucial for the success of …

Purpose The purpose of this paper is to examine how customer incivility affects service
employees' emotional labor (ie surface acting) and the way surface acting augments their …

Purpose This paper aims to examine the relationship between supervisor support, work
engagement and turnover intentions with work engagement playing the role of a mediator …

This research explored the association between the mindfulness of call center agents in the
Philippines and the level of emotional exhaustion they experienced. The study also …

Few hospitality scholars have explored the influence of authentic leadership on prosocial
service behaviors (PSBs). The purpose of this research was to investigate the relationships …

The aim of this research is to investigate the relationship between coworker incivility,
emotional exhaustion, and organizational outcomes measured by job satisfaction, job …