Previous work on service performance has focused on either organization- or individual-level
analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from …

… First, Hui Liao worked closely with a Japanese linguist who teaches Japanese at a US …
Third, the Japanese linguist, in consultation with Hui Liao and Keiko Toya, worked to resolve …

Conductive hydrogels are attracting tremendous interest in the field of flexible and wearable
soft strain sensors because of their great potential in electronic skins, and personalized …

This research sheds light on the role of the dark side of leadership in employee creativity by
examining how and when department leader abusive supervision may flow down …

A distinguishing feature of strategic human resource management research is an emphasis
on human resource (HR) systems, rather than individual HR practices as a driver of …

We propose a cross-level contingent process model based on social cognitive theory to
explain how and when the quality of social exchange relationships with a supervisor (leader-…

This longitudinal field study integrates the theories of transformational leadership (TFL) and
relationship marketing to examine how TFL influences employee service performance and …

Integrating the strategic human resource management research with the multiple‐stakeholder
view of organizational climate, in this study we propose that the human resource …

In this article, which takes a person-situation approach, the authors propose and test a cross-level
multifoci model of workplace justice. They crossed 3 types of justice (procedural, …

Integrating justice and customer service literatures, this research examines the role of
customer service employees' behaviors of handling customer complaints, or service recovery …