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Journal of Travel & Tourism Marketing Volume 28, 2011 - Issue 3
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Original Articles

Customer Aggression, Emotional Exhaustion, and Hotel Employee Outcomes: A Study in the United Arab Emirates

Osman M. Karatepe Marketing in the School of Tourism and Hospitality Management, Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus, Via Mersin 10, TurkeyCorrespondence[email protected]
Pages 279-295 | Received 08 Jul 2010, Accepted 25 Oct 2010, Published online: 14 Apr 2011

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Samantha Ferguson, Elia Jade Edwards, Melanie Davis, Jason I. Racz, Nicholas Buys & Graham Bradley. (2022) Australian bus drivers’ perspectives of passenger hostility: A qualitative study. Journal of Workplace Behavioral Health 37:3, pages 169-188.
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A. Mohammed Abubakar, Hamed Rezapouraghdam, Elaheh Behravesh & Huda A. Megeirhi. (2022) Burnout or boreout: A meta-analytic review and synthesis of burnout and boreout literature in hospitality and tourism. Journal of Hospitality Marketing & Management 31:4, pages 458-503.
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Cindy Van Der Wal, Sharen Nisbet & John Haw. (2021) A Qualitative Exploration of the Causes and Consequences of Workplace Bullying in the Australian Hospitality Industry. Journal of Quality Assurance in Hospitality & Tourism 22:5, pages 517-538.
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Emmanuel Twumasi Ampofo. (2021) Do job satisfaction and work engagement mediate the effects of psychological contract breach and abusive supervision on hotel employees’ life satisfaction?. Journal of Hospitality Marketing & Management 30:3, pages 282-304.
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Yael Ram. (2018) Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism 21:7, pages 760-774.
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Rosanna Leung, Norman Au & Rob Law. (2015) The Recent Asian Wave in Tourism Research: The Case of the Journal of Travel & Tourism Marketing. Asia Pacific Journal of Tourism Research 20:1, pages 1-28.
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Gawon Kim, Heejung Ro, Joe Hutchinson & David J. Kwun. (2014) The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction. International Journal of Hospitality & Tourism Administration 15:4, pages 394-416.
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OsmanM. Karatepe & Mehmet Aga. (2012) Work Engagement as a Mediator of the Effects of Personality Traits on Job Outcomes: A Study of Frontline Employees. Services Marketing Quarterly 33:4, pages 343-362.
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Jie Yin, Yingchao Ji & Yensen Ni. (2023) Anxious hotel employees in China: Engaged or exhausted? Multiple effects of workplace anxiety. International Journal of Hospitality Management 114, pages 103577.
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Gary Mortimer, Shasha Wang & María Lucila Osorio Andrade. (2023) Measuring customer aggression: Scale development and validation. Journal of Retailing and Consumer Services 73, pages 103348.
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Han Chen, Yvette Green & Kim Williams. (2021) Does perceived manager support reduce hotel supervisors' emotional exhaustion? The mediating role of control over time and negative emotions. International Hospitality Review 37:1, pages 110-124.
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Merve Öksüz, Hikmet Tosyalı & Furkan Tosyali. (2022) The link between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees: an investigation in Turkey. Personnel Review.
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Peerayuth Charoensukmongkol. (2022) Supervisor-subordinate guanxi and emotional exhaustion: The moderating effect of supervisor job autonomy and workload levels in organizations. Asia Pacific Management Review 27:1, pages 40-49.
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Sajeet Pradhan. (2021) Work stressors and job outcomes: an empirical investigation of frontline service employees in the Indian hospitality industry. Evidence-based HRM: a Global Forum for Empirical Scholarship 10:1, pages 35-52.
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Zselyke Pap, Delia Vîrgă & Guy Notelaers. (2021) Perceptions of Customer Incivility, Job Satisfaction, Supervisor Support, and Participative Climate: A Multi-Level Approach. Frontiers in Psychology 12.
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Basharat Raza, Sylvie St-Onge & Muhammad Ali. (2021) Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management 97, pages 103015.
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Ayushi Yadav & Rajib Lochan Dhar. (2021) Linking frontline hotel employees’ job crafting to service recovery performance: The roles of harmonious passion, promotion focus, hotel work experience, and gender. Journal of Hospitality and Tourism Management 47, pages 485-495.
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Yahua Bi, Sooyoung Choi, Jie Yin & Insin Kim. (2021) Stress on Frontline Employees from Customer Aggression in the Restaurant Industry: The Moderating Effect of Empowerment. Sustainability 13:3, pages 1433.
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Achilleas Boukis, Christos Koritos, Kate L. Daunt & Avraam Papastathopoulos. (2020) Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, pages 103997.
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Murat Yeşiltaş & Mert Gürlek. 2020. Organizational Behavior Challenges in the Tourism Industry. Organizational Behavior Challenges in the Tourism Industry 305 326 .
Ruth Sabina Francis & Elangkovan Narayanan Alagas. 2020. Organizational Behavior Challenges in the Tourism Industry. Organizational Behavior Challenges in the Tourism Industry 284 304 .
Karin Weber, Graham L. Bradley & Beverley Sparks. (2017) Stressor effects of negative online reviews on anger and burnout in the restaurant industry. International Journal of Contemporary Hospitality Management 29:11, pages 2847-2866.
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Ume Laila & Rubina Hanif. (2017) The impact of task level demands, work group level support and affective commitment on emotional exhaustion among services managers. Humanomics 33:4, pages 441-452.
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Mark KasaPHDPHD & Zaiton HassanPHDPHD. (2017) Burnout Dimensions with Work-Family Conflict among Hotel Employees: Flow Experience as Mediating Role. GATR Journal of Management and Marketing Review 2:2, pages 01-07.
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Ling Suan Choo. (2017) Colleague Support and Role Clarity in Promoting the Work Engagement of Frontliners in Malaysian Hotels. Performance Improvement Quarterly 29:4, pages 389-405.
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Graham L. Bradley, Beverley A. Sparks & Karin Weber. (2016) Perceived prevalence and personal impact of negative online reviews. Journal of Service Management 27:4, pages 507-533.
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Osman M. Karatepe & Rashin Kaviti. (2016) Test of a mediational model of organization mission fulfillment: evidence from the hotel industry. International Journal of Contemporary Hospitality Management 28:5, pages 988-1008.
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Choo Ling Suan & Aizzat Mohd Nasurdin. (2016) Supervisor support and work engagement of hotel employees in Malaysia. Gender in Management: An International Journal 31:1, pages 2-18.
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Graham L. Bradley, Beverley A. Sparks & Karin Weber. (2015) The stress of anonymous online reviews: a conceptual model and research agenda. International Journal of Contemporary Hospitality Management 27:5, pages 739-755.
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Jaclyn Koopmann, Mo Wang, Yihao Liu & Yifan Song. 2015. Mistreatment in Organizations. Mistreatment in Organizations 33 79 .
Ruhama Goussinsky. (2015) Customer aggression, felt anger and emotional deviance: the moderating role of job autonomy. International Journal of Quality and Service Sciences 7:1, pages 50-71.
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Aizzat Mohd. Nasurdin, Noor Hazlina Ahmad & Tan Cheng Ling. (2015) High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model. SHS Web of Conferences 18, pages 01001.
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Chang Hwan Choi, Taegoo (Terry) Kim, Gyehee Lee & Seung Kon Lee. (2014) Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance. International Journal of Hospitality Management 36, pages 272-285.
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Osman M. Karatepe. (2012) Perceived organizational support, career satisfaction, and performance outcomes. International Journal of Contemporary Hospitality Management 24:5, pages 735-752.
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