Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also...

Purpose – The aim of this work is to explore performance measurement practices in the context of an independent hotel in Northern Cyprus. Design/methodology/approach – The study was conducted in a 392‐room five‐star resort hotel over a nine‐week period using multiple data collection...

Purpose This study aims to develop a better understanding of the key determinants of repetitive visits to coffee shops. The paper intends to answer a simple, yet crucial question, “Why do people go to coffee shops repeatedly, and frequently?”. Design/methodology/approach Two coffee shops in...