Purpose – The purpose of this paper is to propose and test a conceptual model that examines career satisfaction (CSAT) as a mediator of the effects of high-performance work practices (HPWPs) on service recovery performance, drawing from social information processing and Bagozzi’s (1992)...

Purpose: This study aims to identify and rank the significant determinants of stress among tourism and hospitality employees. Design/methodology/approach: A mixed-method approach is used to identify and rank workplace stressors. Particularly, the synthesis of relative literature and interview...

Purpose: This study aims to report on the impact of psychological entitlement and egoistic deprivation on interpersonal and organizational deviant behavior among cabin crews. As a neglected theory in organizational research, attribution theory is used to link psychological entitlement to...

Underpinned by signalling theory, this study develops an index to identify and prioritise factors affecting the airline industry's organisational attractiveness (OA). Specifically, the fuzzy Delphi method (FDM) was used to validate a list of factors that boost OA, and the fuzzy analytical...