How Emotional Regulation and Conscientiousness Break the Reciprocal Circle between Customer Mistreatment and Surface Acting: An Experience Sampling Study

Junbang Lan; Yuanyuan Gong; Tao Liu; Man-Nok Wong; Bocong Yuan

doi:10.1108/IJCHM-09-2021-1102

How Emotional Regulation and Conscientiousness Break the Reciprocal Circle between Customer Mistreatment and Surface Acting: An Experience Sampling Study

Junbang Lan, Yuanyuan Gong, Tao Liu, Man-Nok Wong, Bocong Yuan

Institute for Global Human Resource Development

Research output: Contribution to journal › Article › peer-review

4 Citations (Scopus)

Original language	English
Journal	International Journal of Contemporary Hospitality Management
DOIs	https://doi.org/10.1108/IJCHM-09-2021-1102
Publication status	Published - 2022

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10.1108/IJCHM-09-2021-1102

Cite this

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title = "How Emotional Regulation and Conscientiousness Break the Reciprocal Circle between Customer Mistreatment and Surface Acting: An Experience Sampling Study",

author = "Junbang Lan and Yuanyuan Gong and Tao Liu and Man-Nok Wong and Bocong Yuan",

year = "2022",

doi = "10.1108/IJCHM-09-2021-1102",

language = "English",

journal = "International Journal of Contemporary Hospitality Management",

issn = "0959-6119",

publisher = "Emerald Group Publishing Ltd.",

}

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T1 - How Emotional Regulation and Conscientiousness Break the Reciprocal Circle between Customer Mistreatment and Surface Acting: An Experience Sampling Study

AU - Lan, Junbang

AU - Gong, Yuanyuan

AU - Liu, Tao

AU - Wong, Man-Nok

AU - Yuan, Bocong

PY - 2022

Y1 - 2022

U2 - 10.1108/IJCHM-09-2021-1102

DO - 10.1108/IJCHM-09-2021-1102

M3 - Article

SN - 0959-6119

JO - International Journal of Contemporary Hospitality Management

JF - International Journal of Contemporary Hospitality Management

ER -