Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma

Yıl 2023, Cilt: 10 Sayı: 2, 285 - 306, 19.12.2023

Akkız Işık Albayrak Mert Gürlek

Öz

Bu araştırmada, müşteri nezaketsizliği ile hizmet telafi performansı arasındaki ilişkide aracı ve düzenleyici değişkenlerin rolünü incelemek amaçlanmıştır. Bu kapsamda, ilk olarak müşteri nezaketsizliğinin hizmet telafi performansı üzerindeki etkisinde yüzeysel davranışın ve derin davranışın (duygusal emek boyutları) aracılık rolü incelenmiştir. İkinci olarak ise müşteri nezaketsizliğinin derin davranış ve yüzeysel davranış üzerindeki etkisinde iş arkadaşları desteği ve yönetici desteğinin düzenleyici rolü incelenmiştir. Araştırmanın evrenini Antalya ilinde faaliyet gösteren beş yıldızlı otellerin işgörenleri oluşturmaktadır. Araştırma kolayda örnekleme yöntemi kullanılarak yapılmıştır. Bu çerçevede 403 otel işgöreninden veri toplanmıştır. Bulgulara göre müşteri nezaketsizliği hizmet telafi performansı üzerinde olumsuz ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliği derin davranış üzerinde olumsuz ve anlamlı bir etkiye sahiptir. Derin davranış hizmet telafi performansı üzerinde olumlu ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliği yüzeysel davranış üzerinde anlamlı bir etkiye sahip değildir. Yüzeysel davranış hizmet telafi performansı üzerinde olumlu ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliğini hizmet telafi performansı üzerindeki etkisinde derin davranış aracılık rolü oynarken, müşteri nezaketsizliğinin hizmet telafi performansı üzerindeki etkisinde yüzeysel davranış aracılık rolü oynamamaktadır. Ayrıca, yönetici desteği ve iş arkadaşları desteği düzenleyici bir rol oynamamıştır. Değişkenler arasındaki ilişkiler hakkında yeterli çalışma olmadığı dikkate alındığında, bu araştırmanın alanyazına katkı sağlaması beklenmektedir.

Anahtar Kelimeler

Müşteri Nezaketsizliği, Hizmet Telafi Performansı, Derin Davranış, Yüzeysel Davranış

Etik Beyan

Bu araştırma Burdur Mehmet Akif Ersoy Üniversitesi Girişimsel Olmayan Klinik Araştırmalar Etik Kurulu’nun 01.02.2023 tarihli, 2023/02 toplantı numaralı ve GO 2023/68 numaralı kararıyla bilimsel araştırma ve yayın etiği kurallarına uygun bulunmuştur.

The Role of Mediator and Moderator Variables in the Relationship Between Customer Incivility and Service Recovery Performance: A Study on Hotel Employees

Öz

In this research, it is aimed to examine the role of mediator and moderator variables in the relationship between customer incivility and service recovery performance. In this context, firstly, the mediating role of surface acting and deep acting (emotional labor dimensions) in the effect of customer incivility on service recovery performance was examined. Secondly, the moderator role of co-worker support and supervisor support in the impact of customer incivility on deep acting and surface acting was examined. The population of the research consists of the employees of the five-star hotels operating in the province of Antalya. The research was conducted using convenience sampling method. In this context, data were collected from 403 hotel employees. As a result of the findings; customer incivility has a negative and significant effect on service recovery performance. Customer incivility has a negative and significant effect on deep acting. Deep acting has a positive and significant effect on service recovery performance. Customer incivity has no significant effect on surface acting. Surface behavior has a positive and significant effect on service recovery performance. While deep acting plays a mediating role in the effect of customer incivility on service recovery performance, surface acting does not play a mediating role in the effect of customer incivility on service recovery performance. Additionally, supervisor support and co-worker support did not play a moderating role. Considering that there are not enough studies on the relationships between variables, this research is expected to contribute to the literature.

Anahtar Kelimeler

Customer Incivility, Service Recovery Performance, Deep Acting, Superficial Acting

Kaynakça

• Alola, U. V., Olugbade, O. A., Avci, T. & Öztüren, A. (2019). Customer incivility and employees’ outcomes in the hotel: Testing the mediating role of emotional exhaustion. Tourism Management Perspectives, 29, 9–17.
• Arasli, H., Hejraty Namin, B. & Abubakar, A.M. (2018), Workplace incivility as a moderator of the relationships between polychronicity and job outcomes. International Journal of Contemporary Hospitality Management, 30(3), 1245-1272.
• Ashforth, B.E. & Humphrey, R.H. (1993). Emotional labor in service roles: the infuence of identity. Academy of Management Review, 18(1), 88–115.
• Auh, S., Menguc, B., Thompson, F.M. & Uslu, A. (2022). Conflict-solving as a mediator between customer incivility and service performance. Service Industries Journal. 1-36.
• Bani-Melhem, S. (2020). What mitigate and exacerbate the influences of customer incivility on frontline employee extra-role behaviour? Journal of Hospitality and Tourism Management, 44, 38–49.
• Beehr, T. A., Farmer, S. J., Glazer, S., Gudanowski, D. M. & Nair, V. N. (2003). The enigma of social support and occupational stress: Source congruence and gender role effects. Journal of Occupational Health Psychology, 8(3), 220–231.
• Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–130.
• Boshoff, C. & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63–90.
• Bostan, A., Armağan, E. A. & Süklüm, N. (2006). Herşey Dahil Sistem Uygulayan Otel İşletmelerinde Müşteri Memnuniyeti: Bir Alan Araştırması. Journal of Management and Economics Research, 4(6), 32-53.
• Boukis, A., Koritos C., Papastathopoulos, A. & Buhalis, D. (2023). Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards. Annals of Tourism Research, 100, 1-15.
• Boukis, A., Koritos, C., Daunt, K. L. & Papastathopoulos, A. (2020). Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management, 77, 103997.
• Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of cross-cultural psychology, 1(3), 185-216.
• Brotheridge, C. M. & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57–67.
• Chen, H., Wang, C. & Shih, I., (2021). Are frontline employees punching bags? The relationship between interpersonal workplace incivility and employee incivility toward customers. Journal of Hospitality and Tourism Management, 47, 377-388.
• Cheng, J.H., Chen, F.Y. & Chang, Y.H. (2008). Airline relationship quality: An examination of Taiwanese passengers. Tourism Management, 29, 487–499.
• Chiu, C., Chien, C., Lin, C. & Hsiao, C. H. (2005). Understanding hospital employee job stress and turnover intentions in a practical setting. Journal of Management Development, 24(10), 837–855.
• Chiaburu, D.S. & Harrison, D.A. (2008). Do peers make the place? Conceptual synthesis and metaanalysis of coworker effects on perceptions, attitudes, OCBs, and performance, Journal of Applied Psychology, 93(5), 1082-1103.
• Cho, M., Bonn, M. A., Han, S. J. & Lee, K. H. (2016). Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance. International Journal of Contemporary Hospitality Management, 28(12), 2888–2912.
• Chung, M., Jang, YH. & Edelson, S.A. (2021). The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services. Service Business, 15, 77–102.
• Cohen, J. (1992). Quantitative methods in psychology: A power primer. Psychol. Bull., 112, 1155-1159.
• Creswell, J. W. & Clark, V. L. P. (2017). Designing and Conducting Mixed Methods Research. Thousand Oaks, CA: Sage Publications.
• Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339–359.
• Doğantekin, A., Boğan, E. & Dedeoğlu, B.B. (2023). The effect of customer incivility on employees’ work effort and intention to quit: Mediating role of job satisfaction. Tourism Management Perspectives 45, 101071.
• Flannelly, K. J. & Jankowski, K. R. (2014). Research designs and making causal inferences from health care studies. Journal of Health Care Chaplaincy, 20(1), 25-38.
• Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
• Grandey, A.A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86–96.
• Hair, J. F., Ringle, C. M. & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
• Hair, J.F., Hult, G.T.M., Ringle, C. M. & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd edition Newbury Park, CA: Sage Publications, Inc.
• Hair, J.F., Risher, J.J., Sarstedt, M. & Ringle, C.M. (2019). When to use and how to report the results of PLS-SEM. European Business Review. 31(1), 2-24.
• Hair Jr., J., Page, M., & Brunsveld, N. (2019). Essentials of Business Research Methods (4th ed.). Routledge.
• Halbesleben, J. R. B. & Wheeler, A. R. (2015). To Invest or Not? The Role of Coworker Support and Trust in Daily Reciprocal Gain Spirals of Helping Behavior. Journal of Management, 41(6), 1628–1650.
• Halbesleben, J. R. B., Neveu, J.-P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory. Journal of Management, 40(5), 1334–1364.
• Hameed, F., & Bashir, S. (2017). Front line female hospitality worker’s emotional labor and adaptive performance: Does Islamic work ethics moderate relationship? Journal of Managerial Sciences, 71, 49-72.
• Hammer, T. H., Saksvik, P. O., Nytro, K. Torvatn, H. & Bayazit, M. (2004). Expanding the psychosocial work environment: workplace norms and work-family conflict as correlates of stress and health. Journal of Occupational Health Psychology, 9(1), 83–97.
• Han, S. J., Bonn, M. A. ve Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97–106.
• Harris, L.C. & Daunt, K. (2013), Managing customer misbehavior: Challenges and strategies. Journal of Services Marketing, 27(4), 281-293.
• Hart, W.L., Heskett, J.L. & Sasser, W.E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
• Hennig-Thurau, T., Groth, M., Paul, M. & Gremler, D. D. (2006). Are all smiles created equal? how emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58–73.
• Henseler, J. & Fassott, G. (2010). Testing moderating effects in PLS path models: An illustration of available procedures. Handbook of partial least squares: Concepts, methods and applications, 713-735.
• Henseler, J., Ringle, C. M. & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
• Hershcovis, M. S. (2011). Incivility, social undermining, bullying […] oh my!: A call to reconcile constructs within workplace aggression research. Journal of Organizational Behavior, 32(3), 499–519.
• Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524.
• Hobfoll, S. E. (2001). The influence of culture, community, and the nested‐self in the stress process: Advancing conservation of resources theory. Applied psychology, 50(3), 337-421.
• Hobfoll, S. E., Halbesleben, J., Neveu, J. P. & Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5(1), 103–128.
• Hochschild, A.R. (1983). The Managed Heart, University of California Press, Berkeley,CA.
• Hoffmann, E.A. (2016). Emotions and emotional labor at worker-owned businesses: deep acting, surface acting, and genuine emotions. The Sociological Quarterly, 57(1), 152–173.
• Huppert, F. A. (2009). Psychological well‐being: Evidence regarding its causes and consequences. Applied Psychology: Health and Well-Being, 1(2), 137–164.
• Hur, W., Moon, T. W. & Han, S. (2015). The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion. Journal of Service Theory and Practice, 25(4), 394–413.
• Işık, Ş. & Zoğal, V. (2017). Turizm kentleşmesi kavramı: Antalya Örneği. Ege Coğrafya Dergisi, 26(2), 71-94 https://dergipark.org.tr/en/pub/ecd/issue/33350/371228
• Jang, J., Jo, W. & Kim, J.S. (2020). Can employee workplace mindfulness counteract the indirect effects of customer incivility on proactive service performance through work engagement? A moderated mediation model. Journal of Hospitality Marketing & Management, 29(7), 812-829.
• Jong, A.D. & De Ruyter,K. (2004). Adaptive versus proactive behaviour in service recovery: the role of self‐managing teams. Decision Sciences, 35(3), 457–491.
• Kern, J. H. & Grandey, A. A. (2009). Customer incivility as a social stressor: The role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14(1), 46–57.
• Kim, B., Yu H., Huang Y. & Lee, S. (2023). Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate. International Journal of Hospitality 113, 103522.
• Kim, H. J., Hur, W., Moon, T. & Jun, J. (2017). Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance. BRQ Business Research Quarterly, 20(2), 124-136.
• Kim, H. & Qu, H., (2018). The effects of experienced customer ıncivility on employees’ behavior toward customers and coworkers. Journal of Hospitality & Tourism Research, 43(1), 58-77.
• Kim, T. T., Jung‐Eun Yoo, J., Lee, G. & Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees, International Journal of Contemporary Hospitality Management, 24(7), 1029-1046.
• Kottke, J. L., & Sharafinski, C. E. (1988). Measuring perceived supervisory and organizational support. Educational and Psychological Measurement, 48(4), 1075–1079.
• Kumar, R. & Mokashi, U.M. (2020). COVID-19 and work-life balance: what about supervisor support and employee proactiveness?, Annals of Contemporary Developments in Management and HR, 2(4), 1-9. doi:10.33166/ACDMHR.2020.04.001
• Lages, C.R., Perez-Vega, R., Kadi´c-Maglajli´c. S. & Borghei-Razavi, N. (2023). A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework. Journal of Business Research 161, 1-16.
• Lazarus, R.S. (1993). Coping theory and research: Past, present, and future. Psychosomatic Medicine, 55, 234–247.
• Lee Y.H., Lee S.H.B. & Chung J.Y. (2019). Research on how emotional expressions of emotional labor workers and perception of customer feedbacks affect turnover ıntentions: emphasis on moderating effects of emotional ıntelligence. Frontiers In Psychology 9, 1-21. doi: 10.3389/fpsyg.2018.02526
• Lee, H. (2021). Changes in workplace practices during the COVID-19 pandemic: the roles of emotion, psychological safety and organisation support. Journal of Organizational Effectiveness, 8(1), 97-128.
• Lee, M. J., Singh, N., & Chan, E. S. W. (2011). Service failures and recovery actions in the hotel industry: A text-mining approach. Journal of Vacation Marketing, 17(3), 197–207.
• Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475–489.
• Lin, W. (2010). Relevant factors that affect service recovery performance. The Service Industries Journal, 30(6), 891-910.
• Loi, R., Ao, O. K. Y. & Xu, A. J. (2014). Perceived organizational support and coworker support as antecedents of foreign workers’ voice and psychological stress. International Journal of Hospitality Management, 36, 23–30.
• Luo, A., Guchait, P., Lee, L., & Madera, J. M. (2019). Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture. International Journal of Hospitality Management, 77, 31–39.
• Medler-Liraz, H. (2020), Customer incivility, rapport and tipping: the moderating role of agreeableness. Journal of Services Marketing, ahead-of-print(ahead-of-print).
• Mengenci, C. (2015). İş tatmini, duygusal emek ve tükenmişlik ilişkilerinin belirlenmesi. Ege Akademik Bakış, 15(1), 127-139.
• Michel, S., Bowen, D. & Johnston, R. (2009). Why service recovery fails: Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253-273.
• Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.
• Oentoro, W., Popaitoon, P. & Kongchan, A. (2016). Perceived supervisory support and service recovery performance: The moderating role of personality traits, Asia-Pacific Journal of Business Administration, 8(3), 298-316.
• Özdemir, B. & Tarım, K. (2022). Psikolojik sermayenin duygusal bağlılık üzerindeki etkisinde duygusal emeğin aracı rolü: öğretmenler üzerine bir araştırma. Milli Eğitim Dergisi , 51(234) , 1305-1326 .
• Pala, T. & Tepeci, M. (2009) Turizm işletmelerinde çalışanların duygusal emek düzeyi ve duygusal emeğin çalışanların tutumlarına etkileri. 17. Ulusal Yönetim ve Organizasyon Kongresi. Eskişehir, Mayıs 21-23.
• Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of applied psychology, 88(5), 879-903.
• Pu, B., Ji S. & Sang, W. (2022). Effects of customer incivility on turnover intention in China’s hotel employees: A chain mediating model. Journal of Hospitality and Tourism Management 50, 327-336.
• Ringle, C. M., Wende, S. & Becker, J. (2022). SmartPLS 4. Oststeinbek: SmartPLS. Retrieved from https://www.smartpls.com
• Rousseau, V., Salek, S., Aubé, C. & Morin, E. M. (2009). Distributive justice, procedural justice, and psychological distress: The moderating effect of coworker support and work autonomy. Journal of Occupational Health Psychology, 14(3), 305–317.
• Rusdi, Z.M. & Wibowo, A. (2022). Team mindfulness, team commitment and team respectful engagement: the lens of the conservation of resources theory and the broaden-and-build theory, Organization Management Journal, 19(5), 189-199.
• Schilpzand, P., De Pater, I. E. & Erez, A. (2014). Workplace incivility: A review of the literature and agenda for future research. Journal of Organizational Behavior, 37(4), 57-88.
• Simillidou, A., Christofi, M., Glyptis, L., Papatheodorou, A. & Vrontis, D. (2020). Engaging in emotional labour when facing customer mistreatment in hospitality. Journal of Hospitality and Tourism Management, 45, 429–443.
• Singh, B., Selvarajan, T.T. & Solansky, S.T. (2019), Coworker influence on employee performance: a conservation of resources perspective, Journal of Managerial Psychology, 34(8), 587-600.
• Sliter, M., Jex, S., Wolford, K. & McInnerney, J. (2010). How rude! emotional labor as a mediator between customer incivility and employee outcomes, Journal of Occupational Health Psychology, 15(4), 468-481.
• Sommovigo, V., Setti, I. & Argentero, P. (2019). The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance. Sustainability, 11(1), 285.
• Susskind, A. M., Kacmar, K. M. & Borchgrevink, C. P. (2007). How Organizational Standards and Coworker Support Improve Restaurant Service. Cornell Hotel and Restaurant Administration Quarterly, 48(4), 370–379.
• Szczygiel, D.D. & Bazin´ska R. (2021) Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model. Frontiers in Psychology, 11-15.
• Thory, K. (2013). Teaching managers to regulate their emotions better: insights from emotional intelligence training and work-based application. Human Resource Development International, 16(1), 4-21.
• Torres, E. N., Van Niekerk, M. & Orlowski, M. (2017). Customer and employee incivility and its causal effects in the hospitality industry. Journal of Hospitality Marketing & Management, 26, 48–66.
• Ugwu, F.O., Onyishi, E.I., Anozie, O.O. & Ugwu, L.E. (2022). Customer incivility and employee work engagement in the hospitality industry: roles of supervisor positive gossip and workplace friendship prevalence. Journal of Hospitality and Tourism Insights 5(3), 515-534.
• Uşaklı, A. & Küçükergin, K. G. (2018). Using partial least squares structural equation modeling in hospitality and tourism: do researchers follow practical guidelines?. International Journal of Contemporary Hospitality Management, 30(11), 3462-3512.
• Üner, M. M., Sökmen, A. & Birkan, İ. (2006). Türkiye’de her şey dahil uygulamasının konaklama işletmeleri üzerindeki etkisi: Antalya örneği. Anatolia: Turizm Araştırmaları Dergisi, 17(1), 35-50.
• Walker, D. D., Van Jaarsveld, D. D. & Skarlicki, D. P. (2014). Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in) civility and negative affectivity. Journal of Applied Psychology, 99, 151–161.
• Wu, X. & Shie, A.-J. (2017). The Relationship Between Customer Orientation, Emotional Labour And Job Burnout. Journal of Chinese Human Resource Management, 8(2), 54-76.
• Yazıcıoğlu, Y. & Erdoğan, S. (2014). SPSS uygulamalı bilimsel araştırma yöntemleri. (4. Baskı), Detay Yayıncılık, Ankara.
• Yener Erköse, H. (2019). Basit Denetim Yeniden: Türkiye’de tatil köylerinde emek denetimi. Çalışma ve Toplum, 2(61), 1069-1092.
• Yıldırım, M. & Ceyhan, S. (2020). Çalışma yaşam kalitesinin işten ayrılma niyetine etkisinde örgütsel sinizmin aracılık rolü. Anemon Muş Alparslan Üniversitesi Sosyal Bilimler Dergisi, 8(4), 1175-1184.
• Yürür, Ş. (2011). Öğrenilmiş güçlülük, kıdem ve medeni durumun duygusal tükenmedeki rolü: kaynakların korunması teorisi kapsamında bir analiz. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 25(1), 107-126.
• Zahoor, A. & Khan, D. (2022). Frontline service employees and customer engagement: some further insights, IIM Ranchi Journal of Management Studies, 1(2), 175-190.
• Zahoor, A. & Siddiqi, M. A. (2023). Customer incivility and service recovery performance: job crafting as a buffer. Vision, 27(2), 178–188.
• Zhan, X., Luo, W., Ding, H., Zhu, Y. & Guo, Y. (2020). Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective. Journal of Service Theory and Practice, 31(3), 296-317.
• Zhan, Y., Wang, M. & Shi, J. (2016). Interpersonal process of emotional labor: the role of negative and positive customer treatment. Personel Psychology 69(3), 525–557.
• Zhang, H., Zhou, Z. E., Zhan, Y., Liu, C. & Zhang, L. (2018). Surface acting, emotional exhaustion, and employee sabotage to customers: moderating roles of quality of social exchanges. Frontiers in Psychology, 9, 2197.
• Zhang, Q., Yin, J., Chen, H., Zhang, Q. & Wu, W. (2020). Emotional labor among early childhood teachers: Frequency, antecedents, and consequences. Journal of Research in Childhood Education, 34(2), 288–305.
• Zhao, X., Lynch Jr, J. G. & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of consumer research, 37(2), 197-206.
• Zhu, J. N.Y., Lam, L. W. & Lai, J. Y.M. (2019). Returning good for evil: A study of customer incivility and extra-role customer service. International Journal of Hospitality Management, 81, 65–72.