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10
Publications
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34
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July 2019 - present
Publications
Publications (10)
Purpose
This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress (JS).
Design/methodology/approach
Data were collected via a survey of casino dealers in South Korea. Commo...
Using the job demands-resources model, this research explores the effects of emotional intelligence (EI) on customer-oriented behavior (COB) among frontline restaurant employees, with a focus on the mediating role of work engagement (WE) in the EI-COB relationship. The study also examines the moderating effects of customer-oriented attitude (COA) b...
When service failure occurs, the service provide often dispenses compensation to manage customer relations. However, little research has studied who accepts larger or smaller compensation amounts. Presently, we use political ideology as a basis to segment customers. Drawing on prior work on System Justification Theory, we hypothesize that political...
The commercial pilots responsible for aircraft and passenger safety are exposed to various environmental job stresses. This study investigates the relationship between job stress and the quality of life of commercial pilots, and examines the mediating effects of mindfulness and job satisfaction in the relationship between job stress and quality of...
This research note unveils a pivotal, yet underexplored, aspect of festival attendance: the impact of Visiting Friends and Relatives (VFR) travel. Employing data from a 2019 attendee survey at the Taste of Little Italy Festival, Toronto, it reveals that 23.3% of respondents were engaged in VFR travel, exhibiting higher spending, yet often providing...
This study examines the effect of role ambiguity on volunteer job performance and investigates the mediating roles of role ambiguity between two social exchange qualities (i.e., team-member exchange and leader-member exchange) and job performance in reducing the negative effect of role ambiguity on job performance. Data were collected from voluntee...
This study explores a double edged-sword effect of service improvisation, considering both a positive (i.e., service recovery performance) and a negative (i.e., emotional exhaustion) outcome of service improvisation and proposing a way to minimize the negative outcome of service improvisation by testing the moderating effect of support for creativi...
With its roots in the social support resource and social exchange theories, this study examines how team-member exchange (TMX) mediates the relationship between emotional intelligence (EI) and job performance, eventually increasing restaurant servers’ tip size. The participants were 273 non-managerial servers working at full-service restaurants in...
