Purpose Using the basic framework of the service profit chain, this study aims to develop an integrated model that explains the relationships among role overload (RO), customer orientation (CO), service interaction quality (IQ), customer satisfaction (CS) and sales performance....

Purpose – This paper seeks to examine the nature of relationships between six organizational support mechanisms, a personal resource, and selected psychological and behavioral work outcomes. A related objective of the study is to uncover whether these relationships exhibit similar patterns...

Purpose – The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees’ job performance and turnover intentions....