Customer mistreatment and employees’ emotional exhaustion: moderating role of gender/ Nur Hidayah Jesni and Mohd Onn Rashdi Abd Patah

• Main Authors: Jesni, Nur Hidayah, Abd Patah, Mohd Onn Rashdi
• Format: Article
• Language: English
• Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2021
• Subjects: Consumer satisfaction; Employee motivation; Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• Online Access: https://ir.uitm.edu.my/id/eprint/67574/1/67574.pdf; https://ir.uitm.edu.my/id/eprint/67574/; https://www.jthca.org/

Employees of quick service restaurant often have to face mistreatments from customers because of different reasons and situations. Customer mistreatment affects employees emotionally and consequently took a toll on their motivation, and other work-related problems. The purpose of this research is to...