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Healthcare is recognized as a fertile field for service research, and due to the fact that nurses are stressed physically and emotionally, reducing burnout among frontline healthcare staff is an emerging and important research issue. The purpose of this paper is to explore the possible antecedents and consequences of nurses’ burnout and to examine the moderating effects of personal trait and work-environment issue.

Drawing on Bagozzi’s (1992) reformulation of attitude theory (appraisal→emotional response→behavior), data from a survey of 807 nurses working in a major hospital in Taiwan were analyzed using the structural equation modeling technique and hierarchical regression analysis.

The results reveal the positive causality between job stressors and nurses’ burnout, whereas supervisor support negatively relates to burnout. In addition, the full moderating effects of leadership effectiveness and partly moderating effect of emotional intelligence on the relationships among job demands, job resources, and burnout are confirmed.

The findings provide practical insight regarding how supervisors play an essential role in alleviating nurses’ burnout. The supportive attitude and leadership effectiveness are recommended to be effectual managerial strategies.

The empirical results support the job demands-resources model by applying reformulation of attitude theory. The work-environment issue surpasses the personal trait in moderating the relationships among job demands, job resources, and burnout.

Drawing on source credibility theory, this study aims to explore the relationship between influencers’ characteristics and followers’ well-being through followers’ stickiness to influencers’ channels or posts.

The authors gathered data through an online survey of 450 followers. The proposed hypotheses were examined using structural equation modeling.

Results reveal that trustworthiness and physical attractiveness positively affect followers’ stickiness to influencers, while the influence of expertise is not evident. Stickiness has positive impacts on both hedonic and eudaimonic well-being. The findings also show that stickiness mediates the relationships between physical attractiveness and trustworthiness toward both hedonic and eudaimonic well-being.

To the best of the authors’ knowledge, this study is among the first to explore the impact of influencers’ characteristics on followers’ stickiness to influencer webpages. The findings contribute to transformative service research and the theory of stickiness by deepening the understanding of how influencer characteristics contribute to followers’ well-being through the effect of users’ stickiness.

The demand for efficient and flexible workers is growing in the service industry, with the promise of enhanced revenue generation and customer retention. The purpose of this paper is to investigate the antecedents (i.e. intrinsic motivation (IM)) and consequences (i.e. service performance (SP)) of front line employees’ ambidextrous behaviours, as well as the moderating roles of a proactive personality (PP), emotional intelligence (EI) and extrinsic reward (ER) in the IM-individual ambidexterity (IA) relationship.

A self-administered questionnaire was designed to collect empirical data from 205 flight attendants working at a Taiwanese airline company. Hierarchical regression analysis is used to test the proposed relationships and estimate factor affecting employees’ SP.

The results confirm that IM is positively related to ambidextrous behaviour, which in turn improves SP. EI positively moderates the relationship between IM and IA, while a PP and ER negatively moderate it.

This paper entails useful implications for service providers to better understand front line employees’ ambidextrous behaviours and determine effective recruitment and reward management strategies that reflect the differing employee characteristic.

This study addresses the important issue of ambidextrous behaviours in a service-oriented context by examining whether and how PP, EI and ER moderate the relationships among IM, IA and SP.

This study aims to explore the formation and consequences of a cross-selling initiative climate, as well as how a service climate, which provides an important boundary condition, affects both its formation and its ultimate impact on service-sales performance. This article identifies two important predictors of a cross-selling initiative climate: frontline employees’ perceptions of supervisors’ bottom-line mentality and their own sense of accountability.

The multilevel data set includes 180 frontline staff and supervisors (team leaders) from 31 teams employed by a spa/beauty salon chain. Hierarchical linear modelling and partial least squares methods serve to analyse the data.

Supervisors’ bottom-line mentality disrupts a cross-selling initiative climate. A sense of accountability exerts a positive impact at both individual and team levels. A service climate at the team level weakens the impact of a sense of accountability on a cross-selling initiative climate. A cross-selling initiative climate has a positive effect on team-level service-sales performance, but this effect is weakened by the service climate.

This study conceptualises an important frontline work unit attribute as a climate. It offers an initial argument that a cross-selling initiative climate is a central factor driving a work unit’s service-sales performance, which can increase firms’ productivity and competitive advantages. With this initial attempt to explore the antecedents and consequences of a cross-selling initiative climate, the study also offers novel insights into the interplay between a service and a cross-selling initiative climate.

The purpose of this paper is to examine relationships among job demands, job resources, burnout, organizational commitment, and staff turnover intentions in a volunteer workforce setting.

To test empirically the positive and negative forces on the burnout – commitment – turnover relationship, this study uses 190 questionnaires collected from museum volunteers who also hold paid service jobs. The data were analysed using structural equation modelling.

Consistent with previous studies, both job demands and job resources have significant impacts on burnout. Job resources have positive significant impact on organizational commitment. Both burnout and organizational commitment have significant impacts on volunteers’ turnover intentions.

An integrated understanding would require different theoretical approaches to volunteering in various settings to determine cross-influences. Moderator analyses might clarify the predictability of job demands and resources. A multilevel research design would provide further insights.

To retain their volunteer workforce, firms should grant volunteers sufficient autonomy and allow them to determine their work processes, which not only reduces burnout but also satisfies psychological control needs. Constructive feedback from colleagues offers better organizational support to volunteers.

This study identifies and empirically tests key indicators of job demands and job resources for volunteers who also hold paid jobs. It helps explain inconsistent reports of the burnout – organizational commitment link by raising the possibility that it is context specific rather than generic.

The purpose of this paper is to study the impact the quality of online and multi-channel offers have on perceived value. It is also analyzed whether customer-centric management will ensure a greater perceived value and loyalty of the customer for the hotel. The authors analyze its relationship with customer satisfaction, perceived value and switching costs related to hotels with customer-centric management.

The sample of the paper are hotel users with Internet access. The authors have obtained 420 valid questionnaires through personal interviews. The statistical methodology used is the causal analysis, using structural equation models.

The empirical results of this paper indicate that by improving the online quality offered by hotels with a personalized online service and an increased efficiency of the service, reducing information asymmetries, search and transaction time and bargaining costs, building loyalty by customization and innovation, the customer perceives more value in the service provided by hotels.

It is analyzed empirically how the customer-centric philosophy, a key philosophy for the hotel sector, allows an effective differentiation, greater customer loyalty and, therefore, an increased profitability of the company.

This study aims to explore the relationships among novelty, meaningfulness, hedonism and loyalty in the context of an astrotourism experience.

Data were collected using a convenience sample at an astrotourism event in Portugal. A self‐administered questionnaire was designed using established scales. In total, 296 usable responses were analyzed using partial least square (PLS)-structural equation modeling.

The result of the structural model shows that novelty and meaningfulness affect hedonism, which in turn influences loyalty. Novelty and meaningfulness contribute 62.8% to the variance in hedonism and 31.3% to the variability in loyalty.

This study deepens knowledge of the tourist behavior of astrotourists. Destinations and managers that develop astrotourism activities can also benefit from deeper knowledge about the emotional process of the astrotourism experience and its impact on behavioral loyalty.

Given the demanding and stressful nature of project work, with a view to explore established concepts of burnout within the project management context, the purpose of this paper is to examine two instruments: the Maslach Burnout Inventory (MBI) and the Areas of Worklife Survey (AWS). Since there is a paucity of literature in project management anchored within the MBI and the Areas of Worklife Survey (AWS), this paper proposes a high-level model on burnout in project management, drawing on the literature underlying these two instruments.

Using a conceptual approach, the paper reviews the social psychology literature on burnout and then the narrow stream of literature on burnout in project management. The paper develops and proposes a conceptual model as a foundation to explore the links between the determinants of project manager burnout/engagement and turnover/retention.

This paper contributes to an improved understanding of the determinants of project manager burnout, engagement, turnover, and retention.

The driver for this research is to contribute to the emerging literature on burnout in project management and strategies to help improve engagement and retention of project managers in the discipline – specifically, their tenure in organizations and/or the profession.

This paper contributes to the topic of burnout in the project management context. An improved understanding of the stressors in project management contexts, and the mechanisms to mitigate the stress, can add to our understanding of project manager well-being, engagement and retention, improved project success, and healthier work environments.