With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interactions. The present study examines the linkage between perceived...

The dominance of customer over the production/service employee, and as a result of this, increasing use of emotional labor in the workplace furthers the need to understand what emotional labor is. In this regard, the present paper reviews the literature to explain the concept ‘emotional...

In service interactions the management of service employee’s emotion through emotional labor has gained prominence and is becoming an active method to affect consumer’s behavior. Several researches have indicated that self-concept of the consumer affects their buying behavior. However there...

Using a large set of rainfall-runoff data from 234 small to large watersheds from USA, this paper evaluates the modified version of the [Mishra, S. K. and Singh, V. P., 2002a, ‘SCS-CN-based hydrologic simulation package’, in V. P. Singh and D. K. Frevert (eds), Mathematical Models in Small...

Rank-ordering of individuals or objects on multiple criteria has many important practical applications. A reasonably representative composite rank ordering of multi-attribute objects/individuals or multi-dimensional points is often obtained by the Principal Component Analysis, although much...