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

Purpose This study aims to assess extant research streams to delineate new research
directions for tourism stakeholders' mental health and well-being. Design/methodology …

This work is a first attempt to explain the phenomenon of customer threats and identify the
individual and situational factors that drive this phenomenon in tourism and hospitality …

How do hotel employees react when they become aware that customers harbor stereotypes
towards them? Building on the theory of social identity threat, this research investigates the …

The increasing prevalence of workplace incivility has had several negative consequences
for frontline service employees (FSEs). Despite ample research on FSEs' experience of …

Whereas workplace incivility has been studied in traditional (live/office) settings, this
phenomenon has received limited attention in the virtual workplace. As more employees …

This work investigates customer responses to the tokenization of hotel loyalty programs.
Drawing on self-enhancement theory, Study 1 investigates the effect of reward type (ie …

To examine the effectiveness of managerial responses to online C2C incivility post a
restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure …

Incivility and engagement: the role of emotional exhaustion and psychological capital in service
organizations | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

Despite the numerous studies on customer mistreatment, our understanding of the
effectiveness of coping strategies for customer mistreatment remains limited. This research …