Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals...

We study and compare the decoherent histories approach, the environment-induced decoherence and the localization properties of the solutions to the stochastic Schrödinger equation in quantum-jump simulation and quantum-state diffusion approaches, for a quantum two-level system model. We show,...

For the purpose of understanding the quantum behaviour such as quantum decoherence, fluctuations, dissipation, entanglement and teleportation of a mesoscopic or macroscopic object interacting with a general environment, we derive here a set of exact master equations for the reduced density...

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...