Purpose – Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service organizations and workers. The purpose of this...

Purpose – The paper aims to examine the impact of customer-generated negative online reviews on hospitality employees and businesses. It introduces the concept of negative online review stress, or NOR_Stress (occupational stress due to being targeted by negative online reviews), and present...