Cheng, Bao; Guo, Gongxing; Tian, Jian; Shaalan, Ahmed - In: International Journal of Contemporary Hospitality Management 32 (2020) 5, pp. 1737-1754
Purpose: Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach: A multi-wave,...