.... Corresponding author Yen Cheng Chen cyc4@ulive.pccu.edu.tw 12 09 2025 16 12 2025 25 02 2026 26 02 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Service management and marketing Hospitality industry Customer...

... in China’s hospitality industry highlights the importance of guanxi as a moderator to increase the intention to continue transactions or reduce posting negative online word-of-mouth. Guanxi thus fosters efficiency, certainty and a sense of connectedness (Chen et al., 2013 ; Xu et al., 2022...

... Self-efficacy Hospitality industry The hospitality industry, encompassing hotels, tourism and restaurants, presents distinct challenges and opportunities for a successful career (Lei et al., 2021). Workers in this industry face irregular schedules, limited job security, lower pay...

... of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation. This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk. The study results suggest that employee...