Customer emotion research in hospitality and tourism: conceptualization, measurements, antecedents and consequences

T Tuerlan, S Li, N Scott - International Journal of Contemporary …, 2021 - emerald.com
Purpose To clarify inconsistencies in the emotion elicitation process and to suggest avenues
for advancing emotion research, this study aims to conduct a systematic review of emotion …

Ethical work climate, organizational identification, leader-member-exchange (LMX) and organizational citizenship behavior (OCB). A study of three star hotels in …

CC Teng, ACC Lu, ZY Huang, CH Fang - 2020 - cabidigitallibrary.org
Purpose: This paper aims to propose and test a moderated mediation model examining the
relationships among ethical work climate, organizational identification, leader-member …

[HTML][HTML] Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic

CY Li, YH Fang, YH Chiang - Technological Forecasting and Social …, 2023 - Elsevier
Chatbots' role in service contexts is changing to ensure better connectedness with
customers in the digital marketing era. Thus, developing an understanding of how to …

Measures of workplace inclusion: a systematic review using the COSMIN methodology

M Rezai, K Kolne, S Bui, S Lindsay - Journal of Occupational …, 2020 - Springer
Purpose To systematically assess the measurement properties and the quality of the
evidence for measures of inclusion or exclusion at work. Methods Comprehensive searches …

Community citizenship behavior in rural tourism destinations: Scale development and validation

MY Wu, X Wu, QC Li, Y Tong - Tourism Management, 2022 - Elsevier
This study considers that hosts can be active builders in rural tourism destinations. By
extending the concept of organizational citizenship behavior (OCB) to rural tourism …

The sequential relationships of hotel employees' perceived justice, commitment, and organizational citizenship behaviour in a high unemployment context

T Aguiar-Quintana, Y Araujo-Cabrera, S Park - Tourism Management …, 2020 - Elsevier
The aim of this study is to examine the relationship between justice perceptions of hotel
employees in international hotels and work-related variables, such as organizational …

Feeling empowered and doing good? A psychological mechanism of empowerment, self-esteem, perceived trust, and OCBs

E Ma, Y Zhang, FZ Xu, D Wang, MS Kim - Tourism Management, 2021 - Elsevier
Building on agency theory and signaling theory, this study investigated the psychological
mechanism of how empowerment impacts hotel frontline employees' self-esteem, perceived …

The impact of abusive supervision and co-worker support on hospitality and tourism student employees' turnover intentions in Ecuador

S Xu, LR Martinez, H Van Hoof, M Tews… - Current issues in …, 2018 - Taylor & Francis
Ram (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in
the tourism and hospitality industry. Current Issues in Tourism. doi: 10.1080/13683500.2015 …

Using fuzzy DEMATEL in modeling the causal relationships of the antecedents of organizational citizenship behavior (OCB) in the hospitality industry: A case study in …

LA Ocampo, TAG Tan, LA Sia - Journal of Hospitality and Tourism …, 2018 - Elsevier
This paper attempts to identify the antecedents of organizational citizenship behavior (OCB)
in the hospitality industry and to determine their causal relationships. As a case study …

Hospitality servicescape effects on customer-employee interactions: A multilevel study

K Kaminakis, K Karantinou, C Koritos, S Gounaris - Tourism Management, 2019 - Elsevier
Servicescapes are the manmade environments where hospitality activities, such as dining
and lodging, occur. For more than two decades tourism and hospitality research has sought …