This study conducts a systematic review and examines 156 articles of workplace
mistreatment in hospitality and tourism industry, published from Web of Science and Scopus …

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

This paper builds on recent corporate social responsibility (CSR) literature and on
stakeholder theory. Our aim is to analyze the direct and indirect effects of employee-oriented …

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 …

Despite increasing research regarding the buffering conditions of customer incivility, little
attention has been paid regarding how firm-driven tactics can serve as buffers between …

Purpose This study aims to use mixed methods to create a new conceptual framework to
understand the unique characteristics of virtual tourism experiences (VTE), which has not …

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

This study aims to investigate the multiple effects of hotel employees' workplace anxiety
under COVID-19. By using time-lag data with 223 matched responses, we showed that …

Retail employees are increasingly under pressure as they are confronted with the dark side
of customer behaviour: Customer deviance (NCD). Consequently, retailers face difficulties …

The study investigates the impact of customer incivility, job stress, perceived supervisor
support, and perceived co-worker support on the turnover intention of frontline employees. A …