Purpose – The purpose of this paper is to investigate the moderating influences of empowerment and professional development on role stress‐commitment relationships, while examining and confirming the effects of role stress on organisational commitment. Design/methodology/approach – The...

Purpose – This paper aims to report on a study that investigated employees' views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centers represent unique work environments and they have not been used in the...

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from...