...Shuai Zhou; Yi Ni Purpose Grounded in ego depletion theory, this research aims to investigate the impact of customer mistreatment on hotel employees’ engagement in pro-environmental behavior ( PEB ). It additionally probes self-control depletion as a key mediating pathway and evaluates whether...

...Caodie Peng; Pei Liu Purpose The question of when and how customer mistreatment occurs remains poorly understood. The purpose of this study is to test the effects of future focus among hospitality employees on their high-level construal and subsequent perception of customer mistreatment based...

...Wenzhu Lu; Jialiang Pei; Xiaolang Liu; Lixun Zheng; Jianping Zhang Purpose Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during...

...Yanhua Ye; Pei Liu; Linghan Zhang Purpose Despite extensive research on the detrimental work-related impact of customer mistreatment, there has been limited investigation into the outcomes that encompass both positive and negative connotations (i.e. unethical pro-organizational behavior [UPB...

... customer mistreatment with different types of helping behaviors through the self-efficacy mechanism. 09 12 2021 10 04 2022 27 07 2022 13 11 2022 21 01 2023 05 02 2023 The empirical analysis made use of the original data of three hotels located in southern China...

...Wenzhu Lu; Haibo Wu; Shanshi Liu; Zisheng Guo; Xiongtao He Based on the person-environment (P-E) fit theory, this study aims to explore the effect of customer mistreatment on the reduced service performance of hospitality employees mediated by person-job (P-J) fit perceptions and moderated...

...Pei Liu; Yu Ma; Xin Li; Caodie Peng; Yaoqi Li Purpose Frontline service employees are often subjected to customer mistreatment and considerable studies have tested outcomes of customer mistreatment. However, the importance of its antecedents is particularly underestimated. This meta-analytic paper...

... Drawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent customer mistreatment by triggering high levels of surface acting. In other words, there is a vicious circle formed as a result...

... of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships. Mindfulness Customer mistreatment Displaced workplace deviance Self-regulatory depletion Yang Yang is the corresponding author...

...Yung-Kuei Huang; Linchi Kwok Purpose This study aims to assess a moderated-mediation model to account for the relationship between customer mistreatment and frontline hotel employees’ customer-focused voice, where their organization-based self-esteem (OBSE) served as a mediator and their felt...