Purpose Grounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and...

Purpose: Cold calling being one of the most preferred modes of sales strategies in the past, with all digital platforms setting in, is it still the best option a B2B service firm has? To seek answer to this interesting question is the purpose of this paper. The study seeks to understand the...

Purpose: Higher education management institutions play a vibrant role in imparting managerial skills to the students to face the corporate world. Performance evaluation of such institutions is mandate to ensure the outcome quality. To establish this, the present research explored the critical...

Using a mixed-methods approach, this research investigates the motivations and consequences of sharing marketing related false news.Qualitative analysis reveals that people share messages to help others and help the (fake) victim to take revenge on brands. Empirical analysis shows that strong...