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...

Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the...

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...

Purpose This research was motivated by the strong desire of the researchers to make an impact on the protection and conservation of the environment and to make recommendations to enhance sustainable ecotourism development in the Karpaz peninsula, North Cyprus. The aim of the research was first...

Purpose The aim of this study is to understand the acculturation experiences of international students in order to maximize their academic and social experiences which, in turn, can facilitate the development of sustainable educational tourism in the host country. Design/methodology/approach...

Purpose The aim of this paper is to investigate the social interaction between international students and the local community in the small university town of Famagusta, North Cyprus. The objectives of the study are, firstly, to investigate the nature of interaction between two communities;...