Workplace mistreatment in the hospitality and tourism industry: A systematic literature review and future research suggestions

被引：36

作者：

Zhou, Yuan ^{[1
]}

Mistry, Trishna G. ^{[2
]}

Kim, Woo Gon ^{[1
]}

Cobanoglu, Cihan ^{[2
,3
]}

机构：

[1] Florida State Univ, Dedman Coll Hospitality, Int Ctr Hospitality Res & Dev, Tallahassee, FL 32306 USA

[2] Univ S Florida, Muma Coll Business, Sch Hospitality & Tourism Management, Sarasota, FL 33620 USA

[3] Natl Kaohsiung Univ Hospitality & Tourism, Kaohsiung 81271, Taiwan

来源：

JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT | 2021年 / 49卷

关键词：

Systematic review; Workplace mistreatment; Hospitality and tourism; Web of science; Scopus; CUSTOMER SERVICE PERFORMANCE; ABUSIVE SUPERVISION; SEXUAL-HARASSMENT; EMOTIONAL EXHAUSTION; HOTEL EMPLOYEES; WORK; INCIVILITY; OSTRACISM; DEVIANCE; BEHAVIOR;

D O I：

10.1016/j.jhtm.2021.09.024

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study conducts a systematic review and examines 156 articles of workplace mistreatment in hospitality and tourism industry, published from Web of Science and Scopus. The findings reveal six main concepts of mistreatment with several research themes from the existing literature, and further explicates their triggers and consequences. It also depicts various theories and models used in the referred articles. The article excavates and discusses several key research gaps in the research on workplace mistreatment in the hospitality and tourism industry for future research directions.

引用

页码：309 / 320

页数：12

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