Purpose: Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional…

Cultural diversity in the 21st century makes it imperative for managers to examine the multidimensional construct of cultural intelligence, aiming to solve cross-cultural problems, mitigate culture shock and promote a harmonious work environment. Using the quota sampling technique, this quantitative paper gathered data from three subgroups in…

Purpose: The purpose of this paper is to investigate the structural relationships among transformational leadership, affective organizational commitment and job performance, as well as the mediating effect of employee engagement on their relationships. Design/methodology/approach: To examine the structural relationships among the research…

Purpose: Owing to limited research exploring the role of emotional constructs on different types of knowledge sharing, this paper aims to examine the impact of emotional intelligence on two different types of knowledge sharing, namely, tacit knowledge sharing and explicit knowledge sharing. Further, this study also attempts to explore the…