The increasing prevalence of information communication technologies (eg, computers,
smartphones, and the internet) has made the experience of email incivility and the …

Service sector employees often deal with mistreatment in their interactions with the
customers. Mistreatment during the service interaction varies in severity and intensity …

This article, drawing on the General Strain Theory (GST), discusses customer abuse and
harassment in the Greek hospitality sector during the unprecedented strain of the Covid-19 …

Purpose Online trolling is a detrimental behavior for consumers and service businesses.
Although online trolling research is steadily increasing, service research has yet to …

Third parties have increasingly become the focus of research on mistreatment in
organizations. Much of that work is grounded in deonance theory, which argues that third …

Although millions of employees traverse public space every day on their way to work, this
public transition space has been overlooked in much of the management literature, even as …

Purpose Drawing on social exchange theory, this study aims to investigate the relation of
customer sexual harassment (CSH) and customer-oriented organizational citizenship …

This meta-analysis aims to understand the impact of witnessed workplace mistreatment.
Bringing together two streams of research, it examines (a) the boundary conditions of …

Proactive customer service behavior has garnered widespread attention in the hotel
industry. However, its antecedents at the team level have been underestimated. The current …

We explore workplace sexual harassment (WSH) myth acceptance, bystander discomfort,
and beliefs among farmworkers in California, USA, and Michoacán, Mexico. Surveys were …