Work and employment are a significant constituent part of tourism and are gaining ground as
an area of research. This review paper offers a critical reflection on the field of tourism work …

The pandemic has brought about several operational changes in the hospitality industry.
While the employees strive to sustain through these unprecedented times, their well-being …

This research note explored the less-understood relationships between customer delights
and revisit intention. We draw on extant literature to develop and propose a new conceptual …

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

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within
tourism and hospitality industries, severely depleting the psychological resources of FLEs …

The main purpose of this study is to revisit the job demands-resources (JD-R) theory by
analyzing the detrimental effects of job demands and daily job stress on daily burnout and …

This research examines the effects of customer incivility and manager procedural and
emotional support on employee psychological well-being (PWB) and work quality-of-life …

This study extends the growing body of research on customer incivility by examining its
impact on employees' in-role and extra-role service performance in the hospitality industry …

The purpose of our study was to assess the effects of customer incivility and abusive
supervision on employee performance during the pre-and post-COVID-19 periods. Our two …

In the hospitality industry, frontline employees' turnover poses a challenge because it
involves immense human and financial costs. This study innovates by investigating the …