Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion

16 references·16 citing·48 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1989Conservation of resources: A new attempt at conceptualizing stress.18,137 cited
1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited
1969What is job satisfaction?2,766 cited
2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,283 cited
2001Incivility in the workplace: Incidence and impact.2,105 cited
1998Emotional exhaustion as a predictor of job performance and voluntary turnover.1,680 cited
2003The Affective Underpinnings of Job Perceptions and Attitudes: A Meta-Analytic Review and Integration.913 cited
2008Personal and workgroup incivility: Impact on work and health outcomes.904 cited
2005Job stress, incivility, and counterproductive work behavior (CWB): the moderating role of negative affectivity887 cited
1993Burnout: a Multidimensional Perspective862 cited
2014Workplace incivility: A review of the literature and agenda for future research

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

862 cited

2005Interpersonal Mistreatment in the Workplace: The Interface and Impact of General Incivility and Sexual Harassment.692 cited

2010The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility511 cited

Cited by

2020Relationships among workplace incivility, work engagement and job performance203 cited
2020Does customer incivility undermine employees’ service performance?142 cited
2021Workplace Incivility and Turnover Intention in Organizations: A Meta-Analytic Review132 cited
2020Letting go or getting back: How organization culture shapes frontline employee response to customer incivility114 cited
2021Burnout or boreout: A meta-analytic review and synthesis of burnout and boreout literature in hospitality and tourism70 cited
2021A systematic review of Burnout studies from the Hospitality literature66 cited
2022Employees' job insecurity perception and unsafe behaviours in human–machine collaboration61 cited
2022COVID-19-related job insecurity and employees’ behavioral outcomes: mediating role of emotional exhaustion and moderating role of symmetrical internal communication61 cited
2020Workplace mistreatment and emotional exhaustion: The interaction effects of self-compassion58 cited
2021Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling57 cited
2021A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?53 cited
2020Explicating innovation-based human resource management's influence on employee satisfaction and performance41 cited
2021How and when organizational justice impact extra-role customer service: A social exchange perspective of thriving at work40 cited
2021Examining the Mediating Role of Organisational Support on the Relationship Between Organisational Cynicism and Turnover Intention in Technology Firms in Istanbul37 cited
2020Customer value co-creation and employee silence: Emotional intelligence as explanatory mechanism33 cited
2023The effect of customer incivility on employees' work effort and intention to quit: Mediating role of job satisfaction33 cited