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Drawing on the frustration-aggression-displacement (FAD) hypothesis, this study investigates the link between supervisor incivility and workplace deviant behavior through the mediating pathways of supervisor-targeted aggression and emotional exhaustion. Additionally, it examines the moderating role of psychopathy in the relationships between supervisor incivility and supervisor-targeted aggression and supervisor incivility and emotional exhaustion.

Data were collected from hotel employees through a three-wave study, and variance-based partial least square structural equation modeling (VB-SEM) was employed to analyze the hypothesized associations.

Results indicate that supervisor-targeted aggression and emotional exhaustion mediate the relationships between supervisor incivility and workplace deviant behavior. However, psychopathy did not show any significant moderating effect.

The findings provide valuable insights for managers to develop effective strategies for reducing organizational incivility and deviant behaviors.

This study identifies two mediating mechanisms linking supervisor incivility to workplace deviant behavior and adds to the limited understanding of how supervisor incivility can lead to negative employee behaviors.

The purpose of this study is to provide insight as to how middle-tier frequent flyers react to witnessing the preferential treatment of a top-tier customer, how rule clarity concerning the top tier impacts this effect and which mediators are present.

This study used a single between subjects’ scenario-based experimental design, with 235 MTurk respondents participating. Two treatment groups and a control group were used. PROCESS Macro Models were used for analysing the data.

The results support self-enhancement motivation functioning as a positive mediator of this effect, along with it being positively moderated by rule knowledge. There were no significant findings regarding unfairness perceptions functioning as a mediator. The results also suggest middle-tier bystanding customers respond negatively when attainability and rule knowledge are low, but positively when both moderators are high.

The findings show that when planning and evaluating either the amount of preferential treatment given to frequent flyer top-tier customers, or how clear the rules are for obtaining top-tier frequent flyer status, managers must not only consider the top-tier customers. Middle-tier frequent flyer customers must also be included in planning or evaluating these elements of the frequent flyer club, or the business risks inaccurate planning, evaluation and ultimately decreased profits.

This research considers secret tiers, which are common in frequent flyer clubs. However, past researchers have surprisingly failed to consider the impact of this design feature on customer loyalty. Considering their commonality and lack of research, the findings are both valuable and novel.

This research addressed online customer-to-customer (C2C) incivility during digital service recovery.

To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general vs specific) x 2 (Failure severity: high vs low) quasi-experimental design was employed. A pretest was conducted with 123 restaurant consumers via Amazon Mechanical Turk, followed by a main study with 174 restaurant consumers. Taking a mixed-method approach, this research first asked open-ended questions to explore how participants perceived the restaurant’s motivation for providing a generic versus a specific response. Hayes’ (2013) PROCESS procedure was then performed for hypotheses testing.

The results revealed significant interaction effects of managerial responses and failure severity on perceived online service climate and revisit intention, mediated by trust with managerial responses.

This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery.

The strategic application of electronic word-of-mouth (eWOM) is pivotal in shaping tourist decisions. This study aims to examine the nuanced impacts of endorsement styles and the innovative role of emojis on the persuasiveness of eWOM, highlighting essential insights for digital marketing effectiveness.

Using a robust experimental design, this research engaged 376 participants through scenario-based experiments on popular platforms Ctrip and Xiaohongshu. This study leveraged the professional online data platform, Credamo, to ensure a diverse and representative sample.

The analysis demonstrates that implicit endorsements, such as “I like this restaurant,” consistently outperform explicit endorsements like “I recommend this restaurant” regarding persuasiveness. This effect is attributed to the enhanced perceived authenticity and reduced persuasion knowledge activation by implicit endorsements. Remarkably, incorporating emojis within explicit endorsements mitigates their inherent drawbacks, enhancing their persuasive impact. In contrast, emojis do not significantly influence the effectiveness of implicit endorsements.

The findings provide significant insights, demonstrating that endorsement styles and emojis play a crucial role in identifying persuasive eWOM and fostering the creation of compelling eWOM for tourism and hospitality marketers. These elements can help marketers effectively track and enhance the impact of eWOM in their digital strategies.

This research maps the effects of endorsement styles and highlights the strategic role of emojis in eWOM, offering practical insights for maximizing persuasion and enhancing digital marketing strategies in tourism and hospitality.

This study investigates the dual roles of emotion and cognition in shaping customer experiences within the hospitality sector, examining their distinct impacts on the formation of customer loyalty.

Employing a sequential exploratory mixed-method design, this research integrates qualitative interviews with eighteen hospitality managers and a quantitative survey involving 595 customers to develop and validate a new instrument measuring affective and cognitive experiential states for general hospitality consumers.

The study's results reveal that emotional experiences strongly correlate with affective loyalty, while cognitive experiences significantly influence cognitive loyalty. The study contributes to the existing literature by introducing a robust instrument that effectively captures the experiential dimensions, offering insights into customer loyalty formation.

The reliance on retrospective self-reporting in the quantitative phase may introduce recall bias, potentially limiting the precision of the findings. Future research should seek to mitigate this by employing real-time data capture methods.

The newly developed measurement tool presents a practical solution for industry professionals aiming to enhance customer experience management by focusing on both affective and cognitive aspects, thus facilitating targeted strategies to cultivate customer loyalty. The implications for service design suggest that both emotional and cognitive elements must be considered to optimize customer experiences and drive loyalty.

This work advances the theoretical understanding of customer experience by distinguishing between its affective and cognitive dimensions and their respective contributions to loyalty. It offers a validated empirical tool, setting a foundation for future investigations.

Online complaints have emerged as a pivotal avenue for customers to voice their dissatisfaction. In this context, bystanders, as third-party observers, actively engage in evaluating and judging these complaints. However, studies pertaining to bystanders in online customer complaints remain limited. Therefore, this study aims to integrate deontic justice theory and attribution theory to construct a research model of bystanders’ support for online customer complaints.

Leveraging a questionnaire and two scenario experiments, SPSS 24.0 and AMOS 24.0 were used to examine the relationship between bystanders’ moral outrage and their support for online customer complaints, the mediating role of responsibility attribution and the moderating role of experience similarity and online anonymity.

Based on the statistical analysis, the results show that bystanders’ moral outrage significantly enhances their support for online customer complaints; responsibility attribution plays a mediating role between moral outrage and bystanders’ support for online customer complaints; experience similarity and online anonymity can moderate the relationship between moral outrage and bystanders’ support for online customer complaints.

The findings of this study not only enrich the literature on online customer complaints but also provide valuable insights for companies to understand the diffusion of online complaints and effective strategies with which to address them.

The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore the psychological motives and mediating mechanisms driving consumer behavior.

A scenario-based experimental design on Qualtrics was used, with a pre-test (N = 200). The main study data were collected using Amazon's Mechanical Turk platform.

Findings reveal that negative service experiences lead to higher engagement in negative WOM compared to positive and satisfactory recovery service experiences. Even well-executed recovery efforts may not completely eliminate negative WOM. The mediating role of emotional responses is substantiated, as heightened negative service experiences result in more intense negative emotional responses, leading to increased engagement in negative WOM.

The study emphasizes the importance of service recovery strategies and the need for businesses to consistently strive for exceptional service quality. It also highlights the complexity of customer reactions to service experiences, suggesting that further research is needed to explore the factors that minimize negative WOM across various service contexts.

This study aims to explore whether seeking recommendations for doctors from offline word-of-mouth or online reviews influences patient satisfaction after treatment, and how the source of recommendation affects this effect.

Using a unique dataset of more than three million reviews from a popular Chinese online health community, this study used the coarsened exact matching method and built fixed-effect models to conduct empirical analysis.

The results suggest that selecting doctors according to recommendations can improve patient satisfaction and mitigate their dissatisfaction when encountering service failures. However, online recommendations were found to be less effective than offline sources in improving patient satisfaction.

This study provides important insights into patient satisfaction and doctor-patient relationships by revealing the antecedents of satisfaction and the potential for improving this relationship. It also contributes to the understanding of how recommendations in the healthcare context can improve patient satisfaction and alleviate the negative impact of service failures.

Drawing on trait activation theory, this study aims to develop a servicescape assessment scale, MATSCAPE, specifically designed for Indian maternity hospitals to reflect the unique psychographic characteristics and expectations of Indian consumers. Trait activation theory posits that individuals’ traits are activated by specific environmental cues, making it particularly relevant in examining how the servicescape of maternity hospitals influences customer perceptions of service quality.

The study uses text analytics (TF-IDF) to analyse customer-generated data to identify factors measuring maternity hospital servicescape (MATSCAPE). The factors were further validated using structural equation modeling on R studio (SEMinR) for scale development.

The results show that the MATSCAPE scale consists of two primary components: physical and social servicescape. The physical servicescape has five subdimensions, whereas the social servicescape consists of one. Each dimension highlights specific environmental cues that activate customer expectations, aligning with trait activation theory.

The MATSCAPE model provides a tailored framework that maternity hospitals in India can use to improve the servicescape, focusing on both physical and social dimensions to align with customer expectations and drive satisfaction.

Through the application of trait activation theory and analysis of customer feedback from digital health portals, this study provides a culturally tailored framework to improve maternity services in India. This approach uniquely addresses how specific servicescape elements trigger customer expectations and satisfaction in the maternity healthcare context.

The purpose of this study is to propose and test a theoretical model investigating factors that influence travelers’ intention to use travel-related information shared by other travelers through a novel category of travel-focused mobile applications, referred to as travel-tracking mobile applications (TTMAs).

Data collected from mobile app users who traveled for leisure purposes were used to test an extended version of the Unified Theory of Acceptance and Use of Technology 2, adding trust and privacy concerns as new constructs to the existing framework.

The current study found empirical and significant evidence that performance expectancy, effort expectancy, hedonic motivation and trust positively; and system privacy negatively influenced travelers’ intention to adopt TTMA to follow other travelers’ experiences.

Limitations and directions for future research are widely explored in the final section of this study.

Practical implications for tourism, travel and hospitality technology companies, TTMA developers and entrepreneurs of travel-related and/or location-based mobile applications are discussed following the empirical findings of this study.

The current study findings add to the body of knowledge in the field of travel technology acceptance, and provide practical implications, especially for entrepreneurs and tourism technology vendors.

本研究提出并测试了一个理论模型, 以探讨影响旅行者使用由其他旅行者提供的旅行相关信息的意图的因素。该信息通过一种名为“旅行追踪移动应用程序（TTMA）” 的新型旅游应用程序提供。

本研究从休闲目的旅行的移动应用用户处收集数据, 测试了扩展版的“统一技术接受与使用模型 2（UTAUT2）”, 并在现有框架中新增了信任和隐私担忧作为构建要素。

本研究发现的显著证据表明, 绩效预期、努力预期、享乐动机和信任对旅行者采用TTMA跟随其他旅行者体验的意图有正向影响; 而系统隐私对其意图有负面影响。

根据本研究的实证发现, 旅游、旅行和酒店技术公司, TTMA开发者, 以及与旅行或基于位置的移动应用相关的企业家可以从中获得实际应用启示。本研究的结果丰富了旅游技术接受领域的知识体系, 并为企业家和旅游技术供应商, 尤其是旅行科技企业家, 提供了实际应用指导。