Nankai Business Review International,
Год журнала:
2024,
Номер
unknown
Опубликована: Ноя. 7, 2024
Purpose
Online
complaints
have
emerged
as
a
pivotal
avenue
for
customers
to
voice
their
dissatisfaction.
In
this
context,
bystanders,
third-party
observers,
actively
engage
in
evaluating
and
judging
these
complaints.
However,
studies
pertaining
bystanders
online
customer
remain
limited.
Therefore,
study
aims
integrate
deontic
justice
theory
attribution
construct
research
model
of
bystanders’
support
Design/methodology/approach
Leveraging
questionnaire
two
scenario
experiments,
SPSS
24.0
AMOS
were
used
examine
the
relationship
between
moral
outrage
complaints,
mediating
role
responsibility
moderating
experience
similarity
anonymity.
Findings
Based
on
statistical
analysis,
results
show
that
significantly
enhances
complaints;
plays
anonymity
can
moderate
Originality/value
The
findings
not
only
enrich
literature
but
also
provide
valuable
insights
companies
understand
diffusion
effective
strategies
with
which
address
them.
International Journal of Tourism Research,
Год журнала:
2025,
Номер
27(2)
Опубликована: Март 1, 2025
ABSTRACT
This
study
aims
to
examine
how
and
when
supervisors'
emotional
display
trickles
down
employees'
display.
With
data
collected
through
a
two‐wave
survey
of
hospitality
employees,
this
reveals
that
displays
serve
as
role
models
for
displays.
Such
trickle‐down
effect
is
contingent
upon
two
boundary
conditions:
organizational
rules
competence
uncertainty.
When
explicit
regulations
are
absent
employees
uncertain
about
their
competence,
they
tend
emulate
supervisor's
Additionally,
the
moderation
effects
operate
differently
depending
on
status.
As
status
increases,
moderating
employee
uncertainty
diminish.
adds
insights
tourism
literature
by
examining
modeling
supervisors
from
social
learning
perspective,
emphasizing
significance
leadership,
within
organizations.
Journal of Occupational and Organizational Psychology,
Год журнала:
2025,
Номер
98(2)
Опубликована: Апрель 11, 2025
Abstract
To
date,
empirical
studies
of
customer
incivility
have
primarily
focused
on
exploring
the
negative
reactions
victims.
We
shift
predominant
focus
from
victims
to
observers
(coworkers
victims)
and
establish
a
link
between
observers'
service
performance.
According
attribution
theory,
we
propose
that
could
exert
differential
effects
performance,
which
depend
blame
attribution.
Specifically,
when
make
employee‐directed
attribution,
is
more
likely
trigger
self‐reflection,
in
turn
increases
their
Conversely,
customer‐directed
evoke
moral
anger,
decreases
The
scenario
experimental
design
(Study
1)
time‐lagged
survey
2)
provide
support
for
our
hypotheses.
By
developing
dialectical
framework
integrates
opposing
attributional
pathways,
this
study
advances
literature
provides
insightful
implications
managers.
Journal of Travel & Tourism Marketing,
Год журнала:
2024,
Номер
41(2), С. 252 - 271
Опубликована: Фев. 12, 2024
This
study
mainly
focused
on
how
and
why
an
exploitative
leader
influences
service
sabotage
via
new
underlying
mechanism,
such
as
distress/boundary
condition
procedural/distributive
justice
by
using
the
COR
theory.
A
time-tagged
strategy
for
data
collection
from
multiple
sources
are
used.
demonstrated
that
procedural
distributive
attenuates
detrimental
effects
of
leaders
psychological
distress.
enhances
current
research
addressing
these
critical
challenges,
it
generates
unique
insights
can
be
used
organizational
practitioners
to
mitigate
adverse
their
organizations.
Journal of Hospitality and Tourism Technology,
Год журнала:
2024,
Номер
unknown
Опубликована: Июнь 21, 2024
Purpose
Service
robots
are
increasingly
prevalent
in
the
hospitality
industry.
While
studies
have
explored
concept
of
service
robot
risk
awareness
(SRRA)
–
an
employee’s
perception
posing
a
threat
to
human
labor
impact
SRRA
on
abuse
and
its
emotional
mechanism
through
which
it
affects
employees
remains
unclear.
This
research
leverages
appraisal
theory
investigate
mediating
role
fear
relationship
between
abuse.
Additionally,
considering
influential
leadership
shaping
appraisal,
this
study
aims
examine
moderating
transformational
leadership.
Design/methodology/approach
To
test
proposed
model,
time-lagged
survey
data
were
collected
from
283
working
under
54
leaders
18
hotels
China.
The
model
was
analyzed
using
multilevel
modeling
Mplus
7.3.
Findings
At
individual
level,
indirectly
increases
mediation
robots.
However,
there
is
cross-level
moderation:
indirect
alleviated
when
exhibit
high
levels
Originality/value
pioneers
tourism
settings.
It
extends
by
highlighting
significant
played
Furthermore,
demonstrating
how
can
mitigate
effects
offers
valuable
insights
for
selection
training
facilitate
successful
implementation
Pakistan Journal of Humanities and Social Sciences,
Год журнала:
2023,
Номер
11(2)
Опубликована: Июнь 30, 2023
Emotional
intelligence
helps
to
predict
and
control
the
changing
behaviour
of
employees.
Our
study
focuses
on
customer
service
sector
employees,
organizational
citizenship
behaviour,
sabotage.
The
also
explained
effect
emotional
OCB
with
mediation
role
labour.
In
addition,
moderation
EI
between
dissonance
time
horizon
was
longitudinal
descriptive;
geographical
area
included
Gujranwala,
Lahore,
Sialkot.
study's
findings
show
a
significant
positive
association
behavior.
significantly
moderates
strength
relationship
International Hospitality Review,
Год журнала:
2024,
Номер
unknown
Опубликована: Март 20, 2024
Purpose
The
purpose
of
this
paper
is
to
understand
how
hospitality
companies
can
best
explain
controversial
corporate
social
responsibility
(CSR)
activities
consumers
who
may
not
agree
with
the
CSR
activity.
This
research
explores
message
framing
through
emotional
and
cognitive
appeals
influence
consumer
perceptions
Gideon
Bible
in
USA
hotel
rooms.
study
uses
theory
deontic
justice
measure
impacts
messaging
on
morality
as
suicide
prevention
hotels
its
relation
initiatives.
Design/methodology/approach
an
experimental
design
via
a
self-administered
survey
analyze
participants’
placement
rooms
attitudes
toward
initiatives
based
religion
using
different
conditions.
Findings
Results
show
that
was
major
determinant
attitude
towards
Bible,
but
sentiment
analysis
also
revealed
negative
be
mitigated
appeals.
Additionally,
appeal
did
impact
perceptions,
identifying
Christian.
Moral
outrage
emerged
significant
moderator
for
relationships
between
framing,
CSR.
Originality/value
provides
extension
examine
traits
accepting
