Outcomes of customer verbal aggression among hotel employees

By Osman M. Karatepe, Ilkay Yorganci, Mine Haktanir. 2009

200 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7e6e8c74f36e0890310d95ec403081d077b277f1

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, methodology): “In a similar manner to Grandey et al. (2004), Karatepe et al. (2008) proposed that there are personality factors that affect employees’ appraisals of and reactions to aggressive behaviors: Employees spend their limited resources for managing verbally aggressive customers in the service encounter.”
Emotional intelligence and emotional labor acting strategies among frontline hotel employees (2012, background): “This study controlled the respondents’ demographic variables such as age, gender, education level, marital status, and organizational tenure due to their potential significant relationships with, and potential confounding effects on, study variables (Karatepe et al., 2009; Kim, 2008).”
Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry (2018, background): “Thus, incidents of both violence and sexual harassment of low-status employees by guests are very common (Aslan & Kozak, 2012; Eaton, 2004; Harris & Reynolds, 2004; Karatepe, 2011; Karatepe et al., 2009; Kensbock et al., 2015).”
The Mediating Role of Emotional Exhaustion and Job Satisfaction on the Relationship Between Job Demands and Instigated Workplace Incivility (2018, background): “For example, Sliter, Pui, Sliter, and Jex (2011) found that employees experience emotional exhaustion due to customer incivility, while Karatepe, Yorganci, and Haktanir (2009) reported a positive relationship between customers’ verbal aggression and emotional exhaustion.”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, unknown): “…emotional fatigue caused by excessive psychological demands (Van Dierendonck and Mevissen, 2002) weakens their job performance (Halbesleben and Bowler, 2007; Wright and Bonett, 1997; Wright and Cropanzano, 1998) and hinders effective customer service (Babakus et al., 1999; Karatepe et al., 2009).”
Do job resources moderate the effect of emotional dissonance on burnout (2011, methodology): “Such items were also used in recent empirical studies in the relevant literature (Karatepe and Aleshinloye, 2009; Karatepe et al., 2009).”
Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion (2019, background): “Employees in the service industry are prone to strain such as depression (Pizam, 2008), emotional dissonance (Karatepe, Yorganci, & Haktanir, 2009; Phillips, Tsu Wee Tan, & Julian, 2006), and EEXT (Karatepe et al., 2009; Karatepe & Aleshinloye, 2009) more than any industry due to the characteristics”