... customer service performance ( PCSP ) and service sabotage via the mediating role of ego depletion and the moderating role of self-control. Design/methodology/approach Study 1 used experience sampling method ( ESM ) with 117 frontline hospitality employees’ 708 daily reports over 10 workdays. Study 2...

... of customer incivility on employees’ sleep quality through service sabotage behaviors and negative rumination. In addition, this study investigates whether distancing coping moderates the daily relationship between customer incivility and service sabotage at the cross-level. Design/methodology/approach...

...Jingyou Zhao; Mingyan Han Purpose This study aims to investigate how and when illegitimate tasks influence hospitality employees’ service sabotage. Drawing on conservation of resources theory, the authors specifically examine the mediating role of emotional energy and the moderating role...

... employees’ service sabotage. Design/methodology/approach By using a sample of 685 employee–customer dyads, this study investigated whether the cross-level moderating roles of organizational identification and supervisor support can activate linkage between work-related characteristics and job...

...Huy Gip; Priyanko Guchait; Aysin Paşamehmetoğlu; Do The Khoa Purpose The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This research also...

... by the suggestion from Anderson and Gerbing (1998) with an on-site survey carried out within ten upscale hotels. Study results indicated that dysfunctional customers significantly influence service sabotage through job burnout and depression. In addition, attachment was demonstrated as an effective strategy...

...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...

... to service quality and service sabotage among customer-contact service employees in the lodging industry. Design/methodology/approach Data were electronically collected from a national survey of 316 hotel/motel customer-contact employees. Findings Results revealed that perceived ethical leadership...