Navigating Unpleasant Interactions: The Influence of Customer Mistreatment on Hospitality Employee Responses Employing Mindfulness as a Moderator
Jie Yin,
Yensen Ni,
Yangchu Fan
et al.
Abstract:Customer mistreatment may be an unavoidable issue for the hospitality industry. Based on the Pressure–State–Response (PSR) framework, this study investigates the process of employees’ pressure, state, and responses to customer mistreatment with the moderation of mindfulness. By using structure modeling equation techniques, we find that employees with high levels of mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion; however, this study unexpectedly found that mindfulness can e… Show more
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