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- W4387204931 endingPage "104831" @default.
- W4387204931 startingPage "104831" @default.
- W4387204931 abstract "This paper contributes to the literature by examining xenophobia among tourism employees and its relationship with service sabotage, which was not previously explored. Two studies are conducted. A survey study is conducted with 194 frontline employees working in tourism, and 297 tourists participated in an experimental study. Based on the findings, xenophobia mediates the relationship between employee community attachment and service sabotage, with employees' moral identity and emotional regulation influencing this relationship. Furthermore, tourists' desire for revenge when experiencing service sabotage is both directly and indirectly affected by the attributions of cultural differences and discrimination. Notably, if tourists attribute the sabotage to xenophobia, this will not increase the desire for revenge. This research advances the understanding of the complex dynamics among employee xenophobia, service sabotage, and customer revenge in tourism." @default.
- W4387204931 created "2023-09-30" @default.
- W4387204931 creator A5060152638 @default.
- W4387204931 creator A5063550678 @default.
- W4387204931 creator A5077159071 @default.
- W4387204931 date "2024-04-01" @default.
- W4387204931 modified "2023-10-02" @default.
- W4387204931 title "Dual perspective on the role of xenophobia in service sabotage" @default.
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