The phenomenon of devolution, or transfer of human resource management (HRM) responsibilities to middle managers (MM) has mainly been studied and measured as a homogeneous and unidimensional phenomenon. However, the variations found in the literature suggest that this key HR concept may be of a...

Purpose This paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions....

Purpose Waiting in services commonly reduces customer satisfaction and has a considerable and enduring negative effect on the overall evaluation of a service. Waiting may even lead consumers to abandon a service or to avoid that service on future occasions. This paper aims to advance the...

Purpose The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so by considering whether the main relationships it proposes apply in the context of call centre services,...

The growing use of temporary contracts in Europe raises the question of whether long-term employment relations are eroding in coordinated market economies, where protective regulations are historically strong. This paper, using data from establishment-level surveys conducted in 2003–2005,...