Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose This paper aims to provide an integrative view of the conceptualizations,
definitions, antecedents and taxonomies of consumer complaining behavior (CCB) …

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 …

Purpose This paper aims to examine the underlying motivations, attitudes and behaviors of
exaggerated review posters and readers by examining the effect of review valence …

The phrase the “customer is always right” assumes that customers provide universal benefits
for firms. However, in recent years, customer deviance is on the rise and the academic …

Purpose This study aims to focus on the motivation of service customers to create user-
generated content (UGC) after a negative service experience. In examining this relationship …

The purposes of this research were, first, to examine the dimensionality of hospitality
customer relationships and, second, to develop a multi-dimensional customer relationship …

Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee
and tipping intention | Emerald Insight Books and journals Case studies Expert Briefings Open …

Due to the common business practice of the “customer is always right,” many companies
have a risk of dealing with illegitimate complaints. Although illegitimate complaints are a …

Purpose Loyalty programs are pervasive across service industries. However, the
examination of cross-customer effects represents a critical gap in the loyalty literature. To …