...Fang Xie; Xufan Zhang; Jing Ye; Lulu Zhou; Wenjian Zhang; Feng Tian Purpose Based on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility...

...Elham Anasori; Kemal Gurkan Kucukergin; Mohammad Soliman; Fadime Tulucu; Levent Altinay Purpose This paper aims to examine the relationships among work–family conflict (WFC), cognitive regulation, psychological resilience (PR), psychological distress (PD), emotional exhaustion (EE) and subjective...

..., as well as the moderation effects of job vigor and emotional exhaustion. Design/methodology/approach A questionnaire survey of 16 medium- and high-star-rated hotels in southeast China was conducted and 571 responses were received for model estimation. The statistical analysis techniques adopted were...

.... In addition, the finding that emotional exhaustion promoted job dissatisfaction highlighted the importance of examining the former's role especially among the female service providers with a higher power distance as they may be less able to restrain their retaliatory behaviours during uncivil incidents...

...Gurjeet Kaur Sahi; Sanjit K. Roy; Tisha Singh Purpose This study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical...

...Samina Quratulain; Aqsa Ejaz; Abdul Karim Khan Purpose The purpose of this research is to examine frontline employees' self-monitoring personality as an antecedent of their emotional exhaustion and how supervisor-rated performance mediates this relationship. In addition, the authors explored...

...Tae Won Moon; Won-Moo Hur Purpose The purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion mediates the relationship between them. The authors predicted that job calling...

... modeling. The results indicate that FSEs’ perceptions of CSR are negatively related to their perceptions of verbal dysfunctional customer conduct, which in turn is shown to be directly linked to emotional exhaustion. FSEs’ CSR perceptions strengthen their view that they are performing meaningful...

...Won-Moo Hur; Tae Won Moon; Su-Jin Han Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations...