Purpose – This study aims to examine the role that psychological empowerment (PE) and employee satisfaction (ES) play in the relationship between leader empowering behaviors (LEB) and customer satisfaction (CS) and employees' organizational commitment (OC). Design/methodology/approach – Data...

Purpose – The paper models psychological processes in consumers' evaluation of an exchange and proposes frustration as a mediating mechanism explaining the relationship between consumers' perceptions of control, fairness, and satisfaction. Design/methodology/approach – Data were collected in...

Purpose – This paper aims to integrate the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers' satisfaction and behavioral intentions. Design/methodology/approach – Data were...

Purpose – The present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective. Design/methodology/approach – Five different written scenarios of tipping systems were depicted in the present study. A...

Purpose – The purpose of this paper is to draw attention to value‐creating processes and their impacts on human capital valuation in high‐contact service industries. Design/methodology/approach – The main argument in this paper is developed from existing theoretical and empirical...