... to investigate the independent and combined moderating effects of social sharing and rumination on the relationship between customer aggression and service sabotage. A theory that has been widely employed to explain reactions to customer aggression is the conservation of resources (COR) theory (Hobfoll...

...Ruhama Goussinsky Purpose – The purpose of this study is to examine whether emotional deviance in response to customer aggression and employees’ feelings of anger is likely to be influenced by perceived job autonomy. To date, studies on emotional labor have focused primarily on emotional...