...Xiaoyan Chen; Misun (Sunny) Kim; Yidan Huang; Heyao Yu; Ziang Zhang Purpose Customer incivility is a prevalent stressor in the hospitality industry, often leading to detrimental consequences. Drawing on the conservation of resource ( COR ) theory, this study aims to examine the spillover effects...

...Hyunghwa Oh; WooMi Jo; Jinok Susanna Kim; Jeongdoo Park Purpose This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress...

... research has examined the negative consequences of customer incivility on employees (e.g. turnover intention and sabotage behavior toward the customer). However, there is scant research investigating how other customers, as observers, may react to incivility. This knowledge gap should be filled because...

...Bao Cheng; Gongxing Guo; Jian Tian; Ahmed Shaalan Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation...

... spiral of incivility from customers to employees happens by measuring the mediating effect of employees’ burnout. Moreover, it investigates how to mitigate the detrimental influences of customer incivility by assessing the moderating effect of employees’ emotional intelligence. A cross-sectional...