Workplace violence is an important health and safety issue. Healthcare workers are
particularly at risk of experiencing workplace violence. Despite the research that was …

Despite its proscription in legal jurisdictions around the world, workplace sexual harassment
(SH) continues to be experienced by many women and some men in a variety of …

Emotional labor—the management of emotional displays as part of one's work role—has
emerged as a growth area of study within organizational behavior and customer service …

The present research sought to understand customer and employee incivility in the
hospitality industry. The study identified customer actions that are perceived as uncivil by …

Purpose–The purpose of this paper is to highlight important issues in the study of
dysfunctional customer behavior and to provide a research agenda to inspire, guide, and …

In the hospitality industry, frontline employees' turnover poses a challenge because it
involves immense human and financial costs. This study innovates by investigating the …

Die Psychologie der Dienstleistung erforscht das Erleben und Verhalten von Dienstleistern
und Kunde sowie die Interaktionsprozesse zwischen diesen beiden Akteuren. Die …

Customer service is a central feature of the service context. As service research has evolved
into a burgeoning multidisciplinary field, management scholars have developed an …

Purpose–The central purpose of this study is to develop and test a model which examines
the effects of customer verbal aggression on emotional dissonance, emotional exhaustion …

Drawing on the Conservation of Resources Theory (COR), and a gender perspective, this
study proposes and tests a conceptual model postulating relationships between sexual …