When Do Employees Speak up for Their Customers? A Model of Voice in a Customer Service Context

When do emotionally exhausted employees speak up? Exploring the potential curvilinear relationship between emotional exhaustion and voice

investigating the feasibility of a proposed model for geometric design of deployable arch structures

deployable scissor type structures are composed of the so-called scissor-like elements (sles), which are connected to each other at an intermediate point through a pivotal connection and allow them to be folded into a compact bundle for storage or transport. several sles are connected to each other in order to form units with regular polygonal plan views. the sides and radii of the polygons are...

a framework for identifying and prioritizing factors affecting customers’ online shopping behavior in iran

the purpose of this study is identifying effective factors which make customers shop online in iran and investigating the importance of discovered factors in online customers’ decision. in the identifying phase, to discover the factors affecting online shopping behavior of customers in iran, the derived reference model summarizing antecedents of online shopping proposed by change et al. was us...

A Customer Loyalty Model for E-Service Context

While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for e-service context has not been addressed. This paper describes a theoretical model for investigating the three main antecedent influences on loyalty (attitudinal commitment and behavioral loyalty) for ...

When Doctrines Collide: Corporate Negligence and Respondeat Superior When Hospital Employees Fail To Speak Up