This study explores a chain mediating model examining how employees' emotional
exhaustion and job satisfaction mediate the relationship between customer incivility and …

Purpose Online food delivery service has evolved swiftly and stretched the bounds of the
catering business. In the gig economy, being a food delivery rider draws employees with the …

Purpose The main goal of this research study is to look at the mediating effect of emotional
exhaustion in the association between workplace incivility and job outcomes (job stress, job …

Purpose This study aims to test the relationship between emotional labor and service quality
of the frontline employees of Chinese restaurants during the coronavirus disease pandemic …

Despite the abundance of studies on leadership in the hospitality and tourism literature,
employees' perceptions of dark leadership and its potential outcomes have been subjected …

Frontline employees (FLEs) faced double exposure during the COVID-19 pandemic—
exposure to infection contagion and potential job loss. Such situations take an enormous …

Our study examines the impact of abusive supervision on affective organizational
commitment (AOC). The study further examines work engagement (WENG) and job …

Purpose Uncivil customer behaviour is a concern for service providers and can result in
increasing vulnerability for them or their customers. This paper aimed to investigate the …

Purpose This study aims to identify and classify potential hospitality industry human
resource (HR) risks in the luxury hotel context. Design/methodology/approach Data has …

Turnover is a costly and time-consuming expense, especially for service industry
businesses. To date, little is known about whether and how emotional labor may activate …