Matches in SemOpenAlex for { <https://semopenalex.org/work/W4290090512> ?p ?o ?g. }
- W4290090512 endingPage "103308" @default.
- W4290090512 startingPage "103308" @default.
- W4290090512 abstract "Why would employees fight back to reciprocate uncivil customer behaviors? This research explores employees’ revenge propensity by drawing on frustration–aggression theory. On the basis of survey data collected from hotels in Hong Kong, we examined the customer incivility–employee retaliation link through a serial mediation relationship among job demand, emotional exhaustion, and employee disengagement, along with the moderation of procedural injustice. This research adds to the literature by identifying the negative spiral effect to highlight the frustration–cognitive–affective–attitudinal–aggression chain of relationships. It illuminates the coupling effect of incivility–injustice on employee retribution intention. This joined harmful force helps better articulate the importance of the organizational process in the frustration–aggression hypothesis. It further informs an incivility – retaliation mechanism that helps explain the relationship among customers, organizations, and employees. • This research takes a closer look into employees’ antagonistic revenge propensity. • A frustration-cognitive-affective-attitudinal-aggression chain is highlighted. • Procedural injustice as a constraint amplifies the frustration-aggression linkage. • Customer incivility should be handled with the appropriate protocol." @default.
- W4290090512 created "2022-08-06" @default.
- W4290090512 creator A5017082178 @default.
- W4290090512 creator A5018206440 @default.
- W4290090512 creator A5044709857 @default.
- W4290090512 creator A5061402622 @default.
- W4290090512 creator A5080613571 @default.
- W4290090512 date "2022-10-01" @default.
- W4290090512 modified "2023-10-05" @default.
- W4290090512 title "When employees fight back: Investigating how customer incivility and procedural injustice can impel employee retaliation" @default.
- W4290090512 cites W1895527388 @default.
- W4290090512 cites W1974106999 @default.
- W4290090512 cites W1977088281 @default.
- W4290090512 cites W1977179742 @default.
- W4290090512 cites W1984844849 @default.
- W4290090512 cites W1985151505 @default.
- W4290090512 cites W1985886562 @default.
- W4290090512 cites W2004114605 @default.
- W4290090512 cites W2004142543 @default.
- W4290090512 cites W2024896073 @default.
- W4290090512 cites W2042538306 @default.
- W4290090512 cites W2063011840 @default.
- W4290090512 cites W2066188371 @default.
- W4290090512 cites W2072615683 @default.
- W4290090512 cites W2078255706 @default.
- W4290090512 cites W2108154693 @default.
- W4290090512 cites W2122631801 @default.
- W4290090512 cites W2127625785 @default.
- W4290090512 cites W2131948537 @default.
- W4290090512 cites W2153610778 @default.
- W4290090512 cites W2202367247 @default.
- W4290090512 cites W2753286008 @default.
- W4290090512 cites W2765907515 @default.
- W4290090512 cites W2897995134 @default.
- W4290090512 cites W2902267643 @default.
- W4290090512 cites W2921108199 @default.
- W4290090512 cites W2922121837 @default.
- W4290090512 cites W2935429019 @default.
- W4290090512 cites W3006781715 @default.
- W4290090512 cites W3016062260 @default.
- W4290090512 cites W3016352746 @default.
- W4290090512 cites W3026566150 @default.
- W4290090512 cites W3027541595 @default.
- W4290090512 cites W3035936490 @default.
- W4290090512 cites W3037665161 @default.
- W4290090512 cites W3047917843 @default.
- W4290090512 cites W3049523101 @default.
- W4290090512 cites W3080808530 @default.
- W4290090512 cites W3092101234 @default.
- W4290090512 cites W3107245621 @default.
- W4290090512 cites W3121173140 @default.
- W4290090512 cites W3154793835 @default.
- W4290090512 cites W3161315650 @default.
- W4290090512 cites W3161828743 @default.
- W4290090512 cites W3171522846 @default.
- W4290090512 cites W3173854288 @default.
- W4290090512 cites W3186756600 @default.
- W4290090512 cites W3208151519 @default.
- W4290090512 cites W4220693332 @default.
- W4290090512 cites W4224230656 @default.
- W4290090512 cites W4241356532 @default.
- W4290090512 cites W4244926643 @default.
- W4290090512 cites W4283075680 @default.
- W4290090512 cites W4366305855 @default.
- W4290090512 doi "https://doi.org/10.1016/j.ijhm.2022.103308" @default.
- W4290090512 hasPublicationYear "2022" @default.
- W4290090512 type Work @default.
- W4290090512 citedByCount "4" @default.
- W4290090512 countsByYear W42900905122022 @default.
- W4290090512 countsByYear W42900905122023 @default.
- W4290090512 crossrefType "journal-article" @default.
- W4290090512 hasAuthorship W4290090512A5017082178 @default.
- W4290090512 hasAuthorship W4290090512A5018206440 @default.
- W4290090512 hasAuthorship W4290090512A5044709857 @default.
- W4290090512 hasAuthorship W4290090512A5061402622 @default.
- W4290090512 hasAuthorship W4290090512A5080613571 @default.
- W4290090512 hasConcept C133987381 @default.
- W4290090512 hasConcept C144133560 @default.
- W4290090512 hasConcept C15744967 @default.
- W4290090512 hasConcept C162853370 @default.
- W4290090512 hasConcept C17744445 @default.
- W4290090512 hasConcept C2777266375 @default.
- W4290090512 hasConcept C39549134 @default.
- W4290090512 hasConcept C77805123 @default.
- W4290090512 hasConceptScore W4290090512C133987381 @default.
- W4290090512 hasConceptScore W4290090512C144133560 @default.
- W4290090512 hasConceptScore W4290090512C15744967 @default.
- W4290090512 hasConceptScore W4290090512C162853370 @default.
- W4290090512 hasConceptScore W4290090512C17744445 @default.
- W4290090512 hasConceptScore W4290090512C2777266375 @default.
- W4290090512 hasConceptScore W4290090512C39549134 @default.
- W4290090512 hasConceptScore W4290090512C77805123 @default.
- W4290090512 hasFunder F4320321001 @default.
- W4290090512 hasLocation W42900905121 @default.
- W4290090512 hasOpenAccess W4290090512 @default.
- W4290090512 hasPrimaryLocation W42900905121 @default.
- W4290090512 hasRelatedWork W1988185375 @default.
- W4290090512 hasRelatedWork W2075959928 @default.