Employee well-being profiles and service quality: a unit-level analysis using a multilevel latent profile approach

This study is designed to contribute to a better theoretical and empirical understanding of the unit-level relationship between employee well-being (job satisfaction and burnout, in the form of emotional exhaustion and cynicism) and service quality in two ways. First is by adopting a person-oriented approach to identify distinct well-being profiles as a way of capturing the conjoint effect of satisfaction and burnout on service quality. Second...