Al-Hawari, Mohd Ahmad; Bani-Melhem, Shaker; Quratulain, … - In: International Journal of Contemporary Hospitality Management 32 (2020) 3, pp. 1109-1129
Purpose: This study aims to examine a moderated mediation model that explains how abusive supervision influences employees’ capacity to satisfy customers (via their silence behavior) and how a customer-oriented work climate moderates the indirect influence of abusive supervision on frontline...