The importance of trust in working relationships is widely acknowledged among organizational researchers and practitioners. Unfortunately, trust is defined and measured differently across studies, making it difficult to integrate and compare research findings. Therefore, the purpose of this...

With the shift to a service economy (Cascio, 1995), customer service effectiveness is a critical measure of success for service firms. In service relationships, where a single employee may be the only point of contact for customers, monitoring service effectiveness becomes incumbent upon the...

Managing emotions in the workplace, termed emotional labor (Hochschild, 1983), is becoming increasingly important as the economy continues to become more service-oriented. Grandey (2000) defines emotional labor as the process of regulating feelings and expressions of emotions in order to achieve...