Purpose: The purpose of this study aims to investigate the independent and combined moderating effects of social sharing and rumination on the relationship between customer aggression and service sabotage. Design/methodology/approach: Two samples of service providers were recruited: a sample of...

Purpose – The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance. Design/methodology/approach – In...

Purpose – The purpose of this study is to examine whether emotional deviance in response to customer aggression and employees’ feelings of anger is likely to be influenced by perceived job autonomy. To date, studies on emotional labor have focused primarily on emotional regulation...

Purpose – The purpose of this research is to investigate the direct and moderating effect of negative affectivity (NA) (Study 1) and self‐efficacy (Study 2) on the relationship between customer verbal aggression and three forms of emotion‐focused coping strategies: behavioral...