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Employee wellness on the frontline: an interactional psychology perspective
(2020-03)
Purpose:
Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to ...
Fostering innovation through stakeholders’ engagement at the healthcare industry: Tapping the right key
(2020-05)
In this paper, we investigate the extent to which each stakeholder in the healthcare industry influences the final innovation outputs. We propose and test a model that integrates stakeholders’ engagement, innovation ...
Strategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework
(2020-12-03)
The Covid-19 pandemic has long-lasting impacts that require the hotel sector to revise, innovate, and transform their businesses. However, the literature related to this area remains vastly under-developed. Based on 219 ...
Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service
(2020-08-05)
Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (PU) stage of BOPS service, we develop a comprehensive ...
How to win the consumer’s heart? Exploring appraisal determinants of consumer pre-consumption emotions
(2020-04-23)
Emotions are key drivers of consumption in the tourism and hospitality sector. Therefore, advancing our understanding of the determinants of consumer emotions is critical for tourism and hospitality marketers to effectively ...
Employee wellness on the frontline: an interactional psychology perspective
(2020-11-12)
Purpose: Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to ...
Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service
(2020-12-01)
Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (PU) stage of BOPS service, we develop a comprehensive ...