Purpose – This empirical study aims to investigate the potential of customer experiences in the tourism industry to influence emotions and thus create positive mental imprints. Design/methodology/approach – This investigation tests a conceptual model for what leaves positive mental imprints...

Purpose – The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF)....

Purpose – The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching. Design/methodology/approach – Drawing from theory, this paper develops a set...

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...