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GONG Yuanyuan
Department Ritsumeikan Asia Pacific University College of International Management Position Associate Professor |
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| Language | English |
| Publication Date | 2022/06/08 |
| Type | Research paper |
| Peer Review | Peer reviewed |
| Title | How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting an experience sampling study |
| Contribution Type | Joint Work |
| Journal | International Journal of Contemporary Hospitality Management |
| Journal Type | Another Country |
| Volume, Issue, Page | 34(11),pp.4007-4028 |
| Authorship | Lead author |
| International coauthorship | International coauthorship |
| Author and coauthor | Yuanyuan Gong,Junbang Lan,Tao Liu,Man-Nok Wong,Bocong Yuan |
| Details | Drawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent customer mistreatment by triggering high levels of surface acting. In other words, there is a vicious circle formed as a result of customer mistreatment and surface acting.
[ABDC list: A] |