Drawing on support from social exchange theory and appraisal theory of emotions, this
paper empirically investigates the link between cognitive appraisal, emotional labor and …

Despite the well-recognized importance of interaction orientation, limited studies have
investigated its boundary conditions from the frontline employees' perspective. To address …

Current tourism and hospitality research on the topic of the influence mechanism of
emotional labor and employee well-being lacks both detailed depiction and cross-cultural …

Drawing on both the organization identification and impression management theories, we
propose that perceived external prestige of frontline employees influences their emotional …

Due to the varying effects of different emotional labor strategies (ie, surface acting and deep
acting) regarding customer service experiences, scholars have shown considerable interest …

This study examines the service relationships between minority service providers and their
majority-group customers, focusing on power attribution, empathy, and emotional labor …

Sexual humour has been observed in organisations where it is actively encouraged and in
organisations where it is officially proscribed. In this paper, we use Interactional …

Workplace sexual harassment, particularly in hospitality, is a significant issue with many
implications. For decades, assessing its scope and impact has drawn the attention of …

Purpose Small talk is often regarded as important in business interactions, yet the effect of
genuine engagement on B2B communication remains underexplored. Hence, the purpose …

Purpose Scholars have acknowledged gender-role ideology as a central factor in flirting
style. This study aims to exam the combined effect of flirting type and flirter's sex on positive …