Positive emotional cues at work: how customer empowering behavior promotes proactive customer service via psychological safety. [PDF]
Front PsycholChen W, Yao K, Fan Z.
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Managing Emotions at Work: A TCCM Systematic Literature Review of Empirical Emotional Labour Research. [PDF]
Psych JZhang S, Lee MCC, Loh MY, Carr SC.
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Can transformational leadership be associated with innovation among hotel employees? A dual examination of the mediating role of psychological empowerment and the moderating role of perceived organizational support. [PDF]
Front PsycholWan T, Miao Y.
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IBM Journal of Research and Development, 2014Companies in various industries, including travel, hospitality, and retail, increasingly focus on improving customer relationships and customer loyalty. In this paper, we propose a new systems architecture that combines the textual content in social media messages with product information, such as the descriptions summarized in catalogs, in order to ...
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Purpose Customer engagement (CE) literature features divergent definitions and conceptualizations. To clarify its meaning, antecedents and outcomes, this paper aims to propose that psychological customer engagement (PCE) is the mechanism by which customers’ readiness to engage influences behavioral customer engagement (BCE) in the form of in-role and ...
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