Purpose – The central purpose of this study is to develop and test a model which examines the effects customer verbal aggression on emotional dissonance, exhaustion, job outcomes such as service recovery performance, satisfaction, turnover intentions. also investigates impact dissonance exhaustion above‐mentioned outcomes.

Studies on the effect of biospheric value, eco-design, and green management intransigence perceived performance in tourism hospitality industry are gradually emerging. However, more evidence is needed from aviation or airport context, especially Africa. This cross-sectional study aims to probe demonstrate value performance, mediating role influence pro-environmental behavior among employees. The extended theory planned (TPBe) triple bottom line (TBL)/sustainable economic development (SED)...

Purpose The aim of this work is to explore performance measurement practices in the context an independent hotel Northern Cyprus. Design/methodology/approach study was conducted a 392‐room five‐star resort over nine‐week period using multiple data collection methods comprising semi‐structured interviews, documentation and observation. In case hotel, three decision‐making groups – employees, managers, regional executive were involved order that mechanism could be described. Findings findings...

The effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships these with are tested a sample frontline bank employees in Northern Cyprus. results provide empirical support for majority hypotheses. Specifically, suggest that supervisor has significant negative impacts customer verbal aggression, disliked customers, ambiguous expectations. further coworker alleviates disproportionate Both exert exhaustion hypothesized directions. With...

Based on data collected from frontline bank employees in Northern Cyprus as the study setting, authors developed and tested a model, which investigated effects of core self-evaluations customer-related social stressors emotional exhaustion. The researchers' model also impacts these results indicated that with positive experienced low levels disproportionate customer expectations, verbal aggression, ambiguous expectations. Such were confronted less-disliked customers. In this study, it was...

Purpose This study aims to develop a better understanding of the key determinants repetitive visits coffee shops. The paper intends answer simple, yet crucial question, “Why do people go shops repeatedly, and frequently?”. Design/methodology/approach Two in North Cyprus are used as case studies order provide in-depth information about perceptions experiences shop clients, managers staff. An inductive methodological structure together with qualitative data collection methods provided rich,...