Uses evidence from both quantitative and qualitative research carried out across Europe to show that, while the profile of high and low users of part‐time and short‐term employment is country specific, is concentrated in the service and public sectors and is correlated with growth and...

This paper makes a unique contribution to the HRM convergence/divergence debate by examining whether organisations operating in Europe, over the 10-year time period preceding 2000, are converging in their adoption of contingent employment practice. The susceptibility of contingent employment...

This research paper analyzes and reports upon the current practice of flexible working amongst organizations in Europe: focussing on current developments in the use, by employing organizations, of parttime workers and a range of contractual variations (temporary work; fixed-term contracts etc)....

Purpose This paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions....

Purpose Waiting in services commonly reduces customer satisfaction and has a considerable and enduring negative effect on the overall evaluation of a service. Waiting may even lead consumers to abandon a service or to avoid that service on future occasions. This paper aims to advance the...

Purpose The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so by considering whether the main relationships it proposes apply in the context of call centre services,...

The growing use of temporary contracts in Europe raises the question of whether long-term employment relations are eroding in coordinated market economies, where protective regulations are historically strong. This paper, using data from establishment-level surveys conducted in 2003–2005,...

In the context of the growing popularity of the ethical consumer movement and the appearance of different types of ethical collective communities, the current article explores the meanings drawn from the participation in Responsible Consumption Cooperatives. In existing research, the overriding...

Purpose – The purpose of the paper is to show that HRM is not the sole responsibility of HR departments, but also of other agents inside and outside the organisation, such as top and line managers, and external HRM service providers. This paper seeks to examine how organisations distribute HRM...