Purpose – The purpose of this study is to investigate the contribution of benevolence as a moderator variable that enhances the effect of service employees' competence on the customer's perception of a service firm's image. Design/methodology/approach – A hierarchical multiple regression...

Cyclical, policy changes, and structural factors have been put forward to explain the decline in labour force participation in Canada in the 1990s. In the first article in the symposium, Pierre Fortin and Mario Fortin attempt to determine the relative importance of these three types of factors...