Indicative topics

Macro-Topics:

• Service-related Human Resource Management (HRM) practices
• Service leadership
• Service climate and culture
• Service teams and effectiveness
• Collective attitudes and turnover
• Linkage models/service-profit chain

Micro-Topics

• Service-related traits, competencies, and attitudes
• Emotional labor and regulation
• Emotional expression and contagion
• Customer incivility and mistreatment
• Internal service quality perceptions

Special Topics

• Diversity and inclusion in service settings
• Tradeoffs between technology and human interactions
• Non-traditional work arrangements (e.g., contingent work, Gig work)
• Service employment ecosystems
• Underprivileged and marginalized service workers