Wang, Xingyu; Guchait, Priyanko; Khoa, Do The; … - In: International Journal of Contemporary Hospitality Management 33 (2021) 8, pp. 2817-2838
Purpose: The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following service failures, and how shame influences employees’ job attitude and...