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Keywords: Revenge
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Journal Articles
Customer incivility's antecedents and outcomes: a case study of Vietnamese restaurants and hotels
Available to Purchase
Journal of Hospitality and Tourism Insights (2025) 8 (1): 223–240.
Published: 28 May 2024
... demonstrated four antecedents of customer incivility (training/knowledge, FLE incivility, service orientation, and environment) and three outcomes (revenge motivation, service sabotage, and turnover intention), as well as the mediating role of revenge motivation. Practical implications Managers can...
