Purpose: This study aims to explore the formation and consequences of a cross-selling initiative climate, as well as how a service climate, which provides an important boundary condition, affects both its formation and its ultimate impact on service-sales performance. This article identifies...

Purpose: Healthcare is recognized as a fertile field for service research, and due to the fact that nurses are stressed physically and emotionally, reducing burnout among frontline healthcare staff is an emerging and important research issue. The purpose of this paper is to explore the possible...

Purpose – The purpose of this paper is to examine relationships among job demands, job resources, burnout, organizational commitment, and staff turnover intentions in a volunteer workforce setting. Design/methodology/approach – To test empirically the positive and negative forces on the...

Purpose The demand for efficient and flexible workers is growing in the service industry, with the promise of enhanced revenue generation and customer retention. The purpose of this paper is to investigate the antecedents (i.e. intrinsic motivation (IM)) and consequences (i.e. service...

This paper estimates the efficiency of students in English universities using Data Envelopment Analysis (DEA) and a new dataset which is able to capture the behaviour of university students. Two output variables are specified: the classification of a university degree, and student satisfaction....