This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and...

This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and...

The paper identifies relationships between cabin service directors and flight attendants and service climate, psychological contracts, work engagement, service performance and cue perception ability. We find that relational psychological contracts have a positive influence on work engagement;...