If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above-mentioned job outcomes. Design/methodology/approach -Data were gathered from a sample of frontline hotel employees in Northern Cyprus via self-administered questionnaires. A total number of 204 questionnaires were obtained. Findings -As hypothesized, emotional dissonance and emotional exhaustion were found to be significant outcomes of customer verbal aggression. The results demonstrated that emotional dissonance amplified exhaustion. The results further revealed that customer verbal aggression and emotional dissonance intensified turnover intentions. As expected, emotional exhaustion reduced service recovery performance and job satisfaction and aggravated turnover intentions.Research limitations/implications -The cross-sectional design of the study constrains the ability to make causal inferences. Therefore, future studies using longitudinal designs would be beneficial in establishing causal relationships. Although the paper controlled for common method bias via Harman's single-factor test, future studies using multiple sources for data collection would minimize such a problem. Practical implications -Hotel managers need to arrange training programmes to enable their employees to cope with the actions of boisterous and boorish customers. Having empowerment in the workplace seems to be an important weapon in managing such customers. In addition, managers should recruit and select the most suitable individuals for frontline service positions so that such employees can cope with difficulties associated with customer verbal aggression, emotional dissonance, and emotional exhaustion. Originality/value -Empirical evidence pertaining to the consequences of customer verbal aggression in the hospitality management and marketing literatures is meagre. Thus the stu...

Purpose -The aim of this work is to explore performance measurement practices in the context of an independent hotel in Northern Cyprus. Design/methodology/approach -The study was conducted in a 392-room five-star resort hotel over a nine-week period using multiple data collection methods comprising semi-structured interviews, documentation collection and observation. In the context of the case hotel, three decision-making groups -employees, managers, and regional executive -were involved in order that the performance measurement and the decision-making mechanism could be described. Findings -The findings indicated six main themes, which are grouped under business dynamics and overall performance, employee performance, customer satisfaction, financial performance, and innovative activities performance measures, so that understanding the type, the communication process and the purpose of utilising the performance measures is described and analysed. Originality/value -This paper presents the results of performance measurement practice of an independent hotel setting, providing in-depth information about the context of the business, the decision-making process and the information flow. Also, the paper documents performance measurement practices in the hospitality management field, providing an insight into the kinds of measures used by decision-makers of an independent hotel business in Northern Cyprus.

The effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships of these stressors with emotional exhaustion, are tested with a sample of frontline bank employees in Northern Cyprus. The results provide empirical support for the majority of the hypotheses. Specifically, the results suggest that supervisor support has significant negative impacts on customer verbal aggression, disliked customers, and ambiguous customer expectations. The results further suggest that coworker support alleviates disproportionate and ambiguous customer expectations. Both supervisor and coworker support exert significant effects on emotional exhaustion in the hypothesized directions. With regard to the relationships of the customer-related social stressors with emotional exhaustion, only ambiguous customer expectations have significant positive effects on emotional exhaustion. The rest of the relationships are not supported by the empirical data. Implications of the findings and future research directions are discussed in the study.

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