Purpose This research aims to explore and theorize the role of embodied practices – orchestrated by service providers – in the social production of servicescapes. It is claimed that the social character of the servicescape is shaped not only by narratives and materialities but also through...

Purpose The competitive nature of the hospitality industry necessitates continual adaptation and innovation. While standardization can stifle creativity, CSR has the potential to enhance employee extra-role behaviors, including creativity. The existing literature on the relationship between CSR...

Purpose This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based...