https://www.emeraldinsight.com/toc/jstp/28/5

Go home and kick the dog
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Executive ethical decisions initiating organizational culture and values
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The role of proto-institutions within the change of service ecosystems
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Work design and frontline employee engagement
Ji “Miracle” Qi, Alexander E. Ellinger, and George R. Franke

Read into the lines: the positive effects of queues
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Engagement, satisfaction and customer behavior-based CRM performance
Vittoria Marino and Letizia Lo Presti

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