Purpose – The purpose of this paper is to bring together the mutual perspectives of the “employee” and “client” dimensions of the factors that contribute to innovation in public organizations. Design/methodology/approach – The potential factors in nurturing innovation in public...

Purpose The purpose of this paper is to investigate the moderating effect of personality traits (i.e. extraversion and emotional stability) toward the relationship between perceived supervisory support (PSS) and employees’ service recovery performance (SRP) in call centers....

This study explores the role of conscientiousness in the service profit chain process. The study extends previous research by investigating the impact of personality traits on employees’ commitment to service quality and service recovery performance. It is proposed that management commitment...