Emotional labor has been an area of burgeoning research interest in occupational health
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …

Research in psychology and organizational behavior has made substantial progress in
understanding what affects employee health and well‐being. In this review article, we …

Purpose The purpose of this paper is to provide an exhaustive review of emotional labor
research from the hospitality and tourism literature by outlining the theories, the antecedents …

We apply a social mindfulness lens to understand the phenomenon of perceived customer
mistreatment. Recognizing that both recall of prosocial acts and perspective taking invoke …

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 …

Although organizational research on health-related behaviors has become increasingly
popular, little attention has been paid to unhealthy eating. Drawing on the self-regulation …

A large and growing body of organizational behavior (OB) research has adopted what can
be termed an “event-oriented” perspective. Broadly speaking, this stream of research …

Purpose This study investigates the effect of authentic leadership on service employees'
emotional labour strategies, surface acting and deep acting, from a human energy …

Given the generally stressful job demands of the hospitality industry during the COVID-19
pandemic, understanding the work passion and emotions of hotel employees is particularly …

Customer service employees tend to react negatively to customer incivility by demonstrating
incivility in return, thereby likely reducing customer service quality. Research, however, has …