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Owners, managers and employees may be criticized personally and professionally by consumers in online reviews, and may suffer emotional and burnout consequences. The purpose of this paper is to examine the impact of customer-generated negative online reviews on hospitality employees.

This research analyzed the effects of traditional face-to-face customer-related social stressors, as well as a newly added negative online review (NOR) stressor, on anger and burnout in a sample of 418 US hospitality workers.

Structural equation modeling revealed that, after taking into account the contribution of customer-related social stressors, receipt of NORs predicts anger and anger mediates the relationships between NOR-receipt and two indices of burnout.

This research extends our understanding of social stressors that apply to workers in the hospitality industry. It offers strategies for managing the threats and optimizing the opportunities, provided by negative online reviews.

This study is one of the first studies that provide evidence of the personal impact of NORs on hospitality industry employees, thereby extending our understanding of social stressors that apply to workers in this industry.

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 paper is to document the experiences that service industry personnel have of negatively valenced, customer-authored, online reviews, the personal impact of these reviews, and the manner in which participants respond emotionally and behaviorally to these reviews.

This research drew on the stress, coping, and service literature, with particular emphasis on stress appraisal theory. The study involved the completion of an anonymous online questionnaire by 421 restaurant owners, managers, and employees.

Many respondents reported feelings of anger and use of maladaptive coping strategies in response to negative online reviews (NORs). Smaller numbers reported feelings of embarrassment and guilt, and thoughts of leaving the industry. Factors pertaining to respondents’ online review exposure, emotional responses, and coping strategies predicted the effects of negative reviews on thoughts of exiting current employment.

The findings have implications for protecting worker well-being and job tenure in an industry deeply affected by electronic word-of-mouth. Replication is recommended using a longitudinal design and more objective data obtained from validated instruments and independent sources.

This survey provides the first known evidence of the personal impact of NORs on business owners, managers, and employees.

The purpose of this paper is to examine the nature and extent of psychosocial need fulfillment experienced by resident strata title owners and to shed light on factors that detract from residents’ lived experience in the strata title context.

An interview schedule that draws on theories of psychosocial need fulfillment was developed. In total, 16 home owners and three strata title managers were interviewed. Interviewees were sourced from three master planned communities located in South East Queensland, Australia.

The majority of owners reported high levels of need fulfillment and neighbourhood satisfaction. Primary sources of dissatisfaction appeared to be related to body corporate committee governance issues.

The study's findings are subject to the widely acknowledged limitations of small sample based interview research and the study's qualitative orientation signifies that it suffers from the compromised generalisability and potential of selective and subjective reporting of observations.

The findings suggest a need for greater societal appreciation of factors associated with living in a strata titled community. Recommendations are provided for facilitating the transition to strata title living and reducing sources of resident dissatisfaction.

The paper uniquely explores residential satisfaction from a psychosocial needs perspective. There is a paucity of related research reported in the literature.

This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure.

The study used written scenarios of a hypothetical service failure to manipulate explanation type, failure magnitude and compensation offered. Participants were randomly assigned to read and respond to one version of the scenario, whilst imagining they were the customer experiencing the service failure.

The paper finds that explanation type, explanation quality, failure magnitude and compensation each had significant effects on customer evaluations. Explanation type and explanation quality interactively affected the extent to which customers were satisfied with service recovery: Apologies and excuses yielded higher satisfaction levels than did justifications and referential accounts but only when the explanations were perceived to be of high (vs low) quality. Specific types of attributions and forms of justice were shown to mediate the effects of three of the explanation types.

The study shows that customer evaluations following service failure vary with the type of explanation provided. Service firms need to provide an explanation in such circumstances, preferably a high quality excuse or apology, and need to understand the “process variables” that determine whether the explanation will satisfy aggrieved customers.

This is one of very few studies that have compared the efficacy of different types of explanations in service situations. The research sheds light not only on what types of explanations work best, but also on how they have their effect.

Many young adults who drop out of school elect to re‐enter the secondary education system after a period of absence. Reports the findings from a survey of 215 providers of education to re‐entry students in three states of Australia. Few of these educational providers possess formal qualifications in adult education, but most hold favourable attitudes to working with students who return to school. In general, the re‐entry students were perceived to have high rates of academic success but also high rates of withdrawal. The study identified a number of challenges and problems associated with school re‐entry, and makes recommendations to enhance rates of re‐entry student participation, satisfaction and success. Emphasizes the advantages associated with re‐entering an “innovative” senior secondary environment, rather than a traditional high school.

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 strategies for researching and managing the impact of negative online reviews.

This conceptual paper sets forth a framework, based on the stress, services and hospitality literature, within which negative online reviews, NOR_Stress, and their impact on individuals and businesses can be understood. Aspects of the framework are illustrated by application of online archival material.

The paper demonstrates how negative online reviews can have adverse and diverse effects on restaurant industry employees and businesses.

The paper sets out a research agenda relating to negative online reviews and NOR_Stress causes, consequences and countermeasures. Multiple research questions are posed, to be investigated through a combination of qualitative, survey and experimental methods.

Four types of countermeasures are presented: preventative, protective, positive and palliative.

Negative online reviews can exact a hefty toll, potentially resulting not only in reduced customer patronage and company profitability but also in human and social consequences in the form of adverse stress reactions, loss of face and damaged personal and professional relationships.

Negative online reviews have proliferated over the past decade and will continue to grow. This paper is the first to critically examine the human and business impacts of this growing threat to the hospitality industry.

Information and communication technologies (ICTs) are a key player in the food services and restaurants sector; thus, the aim of this work consists in studying the previous research on ICTs in food services and restaurants in the context of tourism and hospitality through a systematic literature review.

The systematic literature review is performed on full papers published in journals included in the Journal Citation Report of the WoS in the category of Hospitality, Leisure, Sport and Tourism. A total of 165 articles from 28 journals are analyzed, following different criteria, such as the research methods, perspectives, statistical techniques, geographical focus, topics, technologies, authors and universities.

The restaurant sector is more and more based on the creation of experiences and ICTs, through their multiple possibilities, can undoubtedly contribute to adding value to the simple meal and create and recreate experiences to attract and retain customers who are increasingly sophisticated and hooked on ICTs. ICTs are basic for managers taking decision at the highest level in food services and restaurants, so ICTs should not be seen as a technical tool but as an essential element for top management.

This paper examined articles from very well-known tourism and hospitality journals, leaving aside others as well as different publication formats such as books or papers presented at conferences.

A significant contribution made with this paper is the availability of a list of topics in the context of ICTs in food services and restaurants. These topics are classified into three areas (Consumers, Suppliers and Environment and Tendencies) that can serve as a future research framework. The paper also provides useful information to restaurant managers about ICTs, to researchers for their future projects and to academics for their courses.

President Bill Clinton has had many opponents and enemies, most of whom come from the political right wing. Clinton supporters contend that these opponents, throughout the Clinton presidency, systematically have sought to undermine this president with the goal of bringing down his presidency and running him out of office; and that they have sought non‐electoral means to remove him from office, including Travelgate, the death of Deputy White House Counsel Vincent Foster, the Filegate controversy, and the Monica Lewinsky matter. This bibliography identifies these and other means by presenting citations about these individuals and organizations that have opposed Clinton. The bibliography is divided into five sections: General; “The conspiracy stream of conspiracy commerce”, a White House‐produced “report” presenting its view of a right‐wing conspiracy against the Clinton presidency; Funding; Conservative organizations; and Publishing/media. Many of the annotations note the links among these key players.

The smart city idea refers to new ways of organising city functions and urban life, which are believed to move production and consumption from global to local, manufacturing from competitive to collaborative, and business from a shareholder to a multiple-stakeholder point of view. Most previous research has focussed on the societal level of smart cities, while less seems to be known about the management of business as part of smart cities. The purpose of this paper is to present a literature review on the state of the art of management research on smart cities. The following research question is addressed: How has previous research captured the management of organisations in smart cities?

A literature review using the search term “smart city/cities” in research on business, management, and operational management was conducted for the purpose of capturing previous research. Findings were coded based on main ideas, central concepts, and theories, thematic content of the articles related to the main ideas underpinning smart cities (digitalization, urbanisation, and sustainability as antecedents, and local, collaborative and multiple-stakeholder manufacturing as indicators), and units of analysis.

The paper points to how most studies on the management of organisations as part of smart cities focus on sustainability and how digitalisation enables new businesses. Collaborative efforts are emphasised and the theoretical framing is fragmented. Issues related to the organising of business is also not problematised and the business network approach could, as discussed in the paper, provide valuable insights related to the collaborative efforts of organisations and the multiple-stakeholder perspective.

The paper is the first to capture and present an overview of previous research on the management of business as part of smart cities. Research on smart cities has focussed on the policy and societal levels, and so far there is a lack of problematisation on how organisations may act, and potentially change their way of acting, should smart cities become a reality.

Prior research suggests that organizational citizenship behavior (OCB) can have both positive and negative effects on employees; however, it is unclear about the mediating mechanisms of this relationship and how the effects of challenging and supportive OCB may differ. Drawing on the dual-pathway model of proactivity and OCB research, the authors derive a theoretical model that attempts to reveal how different types of employees' daily organizationally focused citizenship behaviors can affect employees.

The authors examine the relationships using a daily-diary study using experience sampling methodology (ESM). The survey includes 72 employees who completed three surveys a day for 10 working days resulting in 614 daily observations.

The authors find that advocacy participation increases perceptions of prosocial impact, which in turn increases daily job satisfaction; the authors also find that advocacy participation decreases ego depletion, which then reduces daily job stress. Daily voice likewise increases perceptions of prosocial impact, which in turn increases daily job satisfaction; however, unlike advocacy participation, voice increases ego depletion, which then increases daily job stress.

The study is one of the first studies to simultaneously examine the personal perceptions and emotions of engaging in daily organizationally focused OCB and recognize the fact that different types of prosocial behavior have differential outcomes. The authors also extend prior research by documenting the mechanisms by which OCB impacts employees.