Purpose – The aim of this paper is to investigate the relationship between: two extreme points of discrete types of emotions (“joy” and “frustration”); two types of managerial practices (“reward” and “empowerment”); and employee‐perceived service quality....

Purpose – The aim of this paper is to undertake an empirical examination of some of the antecedents and effects of positive emotions from an employee perspective. More specifically, this study investigates the relationships between one extreme point of discrete types of positive emotions...

Purpose – The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs. Design/methodology/approach – A model of causal relationships is...