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

Purpose The current research aims to introduce the concept of frontline employee (FLE)
vulnerability and examine its antecedents and consequences using a framework grounded …

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 …

Leveraging moral disengagement theory, the objective of this study is to explore the
underlying mechanisms and boundary conditions under which frontline employees withdraw …

As service robots become increasingly common in the marketplace, more research is
necessary to better understand customer perceptions of and responses to those robots …

Purpose This study examines the role of psychological safety as an antecedent to
meaningful work and as a mediator between transformational leadership (TFL) and …

Purpose This study explores the moderated mediation effect, wherein collective mindfulness
attenuates the hypothesised relationship between customer incivility, service sabotage and …

This study investigates how managers' and targeted Asian employees' responses to
customer-perpetrated racial discrimination affect the observing customers' perceptions and …

Prior research has shown that customer incivility impacts targeted employees' performance.
Yet, whether such experiences also influence bystander employees has been overlooked. In …

Purpose Customer incivility is a crucial issue that has multiple negative effects on
organizations, especially in the hospitality industry. This study identified the antecedents of …