Research on trickle effects has proliferated in the past decade. However, the literature has
grown in a largely disorganized and fragmented fashion, with the different types of trickle …

In this chapter, we summarize and build on the current state of the customer mistreatment
literature in an effort to further future research on this topic. First, we detail the four primary …

Despite the growing number of meta-analyses published on the subject of workplace
mistreatment and the expectation that women and racial minorities are mistreated more …

Growing evidence suggests that employees' perceptions of their employer's corporate social
responsibility (CSR) relate positively to employee work engagement. This is an important …

Purpose The purpose of this study is to examine the mediating effect of psychological well-
being between organizational dehumanization and two outcome variables: service recovery …

Happiness at the workplace refers to how satisfied people are with their work and lives. The
idea of happiness is related to individual's subjective well-being. Happiness at the …

This paper provides a historical review of the conceptualization and measurement of
organizational justice. We demonstrate how, over time, a dominant norm for conceptualizing …

Although hospitality employees' service sabotage behavior in service encounters is not only,
more seriously prevailed than generally presumed but also detrimental to the organizations' …

Incivility between customers and employees is common in many service organizations.
These encounters can have negative outcomes for employees, customers, and the …

Despite previous studies that examined factors that would help service employees cope with
customer incivility, the role of employee-initiated job strategies has rarely been explored in …