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- W4290671927 endingPage "464" @default.
- W4290671927 startingPage "442" @default.
- W4290671927 abstract "Purpose The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation. Design/methodology/approach This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk. Findings The study results suggest that employee anger mediates the customer incivility and employee retaliation relationship. Further, the employee’s regulatory focus (namely, promotion and preventive regulatory focus) moderates this mediated relationship. Specifically, employee promotion regulatory focus positively moderates the relationship between customer incivility and employee anger, whereas prevention regulatory focus negatively moderates the relationship. Originality/value Extant study has not explored customer incivility and employee retaliation relationship under moderated mediation influence of regulatory focus and employee anger, respectively." @default.
- W4290671927 created "2022-08-08" @default.
- W4290671927 creator A5047721901 @default.
- W4290671927 creator A5091532890 @default.
- W4290671927 date "2022-03-28" @default.
- W4290671927 modified "2023-10-14" @default.
- W4290671927 title "Customer incivil behavior and employee retaliation" @default.
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- W4290671927 doi "https://doi.org/10.1108/ijqss-09-2021-0137" @default.
- W4290671927 hasPublicationYear "2022" @default.
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