The past four decades of scholarship on emotional labor—the regulation of feelings and
expressions performed to fulfill interpersonal work role expectations—has transformed our …

Meaningful work is a fundamental motivator of employee behavior. Our research
approaches meaningful work as an ethical phenomenon and examines a serial mediation …

Purpose Although service researchers have long suggested that customer mistreatment
adversely impacts service employees' outcomes, statistical integration of current empirical …

The article aims to define the role of human resources in the transition to Business 4.0 and
identify the requirements for HRM (Human Resources Management) for this role's …

Although a substantial number of studies on customer uncivil behaviors (CUBs) have been
conducted, there has not been a systematic review or a comprehensive analysis of this topic …

Drawing on the justice-and resource-based perspectives, we designed two complementary
studies to predict the detrimental effects of customer mistreatment on service failure and …

Service employees can experience considerable resource demands from customers and
supervisors in their day-to-day work. Guided by the conservation of resources (COR) …

Purpose Drawing on the conservation of resources theory, this study aims to identify the
mediating effects of depersonalization and resilience on the relationship between customer …

Conservation of resources (COR) theory proposes that mistreatment by customers (termed
“customer mistreatment”) can deplete employees' resources, lessen their ability to regulate …

By applying coping theory, this study develops and tests a process model investigating the
sequential mediating roles of perceived COVID‐19 threat and psychological distress on the …