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Journal Articles

The impact of AI service failure on human employee behavior and customer service performance

Jian Tian, Hongxia Lin, Marwa Tourky, Bao Cheng

International Journal of Contemporary Hospitality Management (2025) 37 (7): 2264–2286.

https://doi.org/10.1108/IJCHM-08-2024-1209

Published: 21 April 2025

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Journal Articles

How negative workplace gossip undermines employees’ career growth: from a reputational perspective

Bao Cheng, Yan Peng, Jian Tian, Ahmed Shaalan

International Journal of Contemporary Hospitality Management (2024) 36 (7): 2443–2462.

https://doi.org/10.1108/IJCHM-02-2023-0234

Published: 20 October 2023

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Journal Articles

How and when does leader humility promote followers’ proactive customer service performance?

Yan Peng, Jian Tian, Xing Zhou, Lunwen Wu

International Journal of Contemporary Hospitality Management (2023) 35 (5): 1585–1601.

https://doi.org/10.1108/IJCHM-03-2022-0369

Published: 20 October 2022

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Journal Articles

Customer incivility and service sabotage in the hotel industry

Bao Cheng, Gongxing Guo, Jian Tian, Ahmed Shaalan

International Journal of Contemporary Hospitality Management (2020) 32 (5): 1737–1754.

https://doi.org/10.1108/IJCHM-06-2019-0545

Published: 16 April 2020

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