Abstract This study examined the relationships between frontline employees’ (FLEs’) shared perceptions of service-oriented high-performance work systems (SO-HPWSs), work engagement, and service climate. It also investigated how these shared perceptions related to store managers’ assessments of FLEs’ collective in-role and extra-role service performance, customer satisfaction, and store loyalty in the same retail chain. Data were collected from 781 FLEs, 70 store managers, and 803 customers from 70 stores in the same retail chain. Findings showed that SO-HPWSs predict work engagement and service climate; work engagement predicts service climate; and service climate predicts in-role and extra-role service performance and customer satisfaction.

COVID-19 induced significant changes for flight attendants, including reduced onboard service and face mask mandates. This study examined the impact of these changes on flight attendants’ emotional labor and the consequences of emotional labor on well-being. Comparing 206 propensity score-matched participants surveyed before and 206 surveyed during COVID-19, results revealed increased negative emotion requirements and greater use of surface and deep acting during COVID-19. While the negative impact of several emotional labor aspects and especially negative emotion requirements was more pronounced, only sensitivity requirements were less straining, and surface acting was less detrimental to job satisfaction compared to pre-COVID-19.

This paper explores the impact of the sustainability-oriented service innovation (SOSI) construct on relationship value and organizational performance in the service sectors from the business’ perspective. In order to achieve this goal, a theoretical model based on the literature is proposed through an empirical study carried out on a sample of 450 managers and supervisors of retail establishments and hotels. Findings support the critical role of SOSI in enhancing relationship value and driving economic and non-economic benefits. Significant industry-specific differences are revealed, offering valuable insights for managers to design effective, sustainability-aligned customer communication and value creation strategies.

End-of-life (EoL) healthcare facilities, relying on government funding, face restrictive per diem payment options, which has led to a renewed focus on donations from third parties. In this study, the role of diversity in donations at EoL facilities is examined, in which internal diversity is analyzed via patient diversity and external diversity through providers, referral sources, and service providers. General linear regression is employed on a dataset from 5,010 EoL facilities. The findings show that patient racial diversity in an EoL facility is positively associated with donations, whereas diversity in referral sources, providers, and service providers is negatively associated with donations.