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The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between consumer misbehaviors and emotional exhaustion.

In all, 336 cabin crew members employed by international airline companies participated in the study. The hypothesized model was tested using structural equation modeling with AMOS 20.0.

The results provide evidence that customer misbehaviors relate positively to employee role stress, emotional labor and emotional exhaustion. Moreover, role stress and emotional labor play important roles in enhancing the impacts of customer misbehaviors and thereby influence employee emotional exhaustion.

The findings potentially impact on employers both within and beyond the airline industry by demonstrating how frontline employees can be provided with support to reduce stress or exhaustion, leading ultimately to increased satisfaction.

This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emotional labor and emotional exhaustion.

The aim of this paper is to understand the price‐ending strategies in European restaurants and make practical suggestions to the managers.

Data were collected from restaurant menus in three European countries. Results were compared with those of USA and Taiwan.

The price‐ending strategies of European restaurants are distinctly different from those of the USA and, interestingly, have more in common with those of Taiwan.

The small sample size is a concern. Data were limited to three countries. Inclusion of more European restaurants is highly desired, especially with the Euro as a common currency.

Restaurant companies could have better understanding of the impact of cultural differences, while implementing price‐ending strategies.

This paper presents a case where cultural differences are of significant economic value in setting restaurant menu prices. In Europe, dining out is considered more a cultural activity than a utilitarian participation. The historical roots of the usage of digit zero in a European context are presented here.

The aim of this paper is to understand the relationships between service quality and customer satisfaction and how they impact corporate image and customer loyalty.

Data were collected from several cities in Mauritius. The study sample included participants who stayed in various hotels in Mauritius; the participants were randomly approached and invited to participate in a survey on their respective hotel's services.

Corporate image is influenced both by service quality and customer satisfaction, which in turn influences customer loyalty. Thus, the key to customer loyalty appears to be the fostering of a favorable image of the hotel firm created by improving service quality and satisfying customers.

Given the difference in values and cultures among different countries, the findings need to be confirmed by further evidence from other countries. Future research should further investigate the impacts of service quality, customer satisfaction, corporate image, and behavior intentions on organizational performance measures such as profitability, extend the integrative framework and incorporate other variables.

This study clearly illustrates the importance of a long term focus on superior service delivery on a firm's image. Service quality and customer satisfaction should therefore aim to enhance a long term image of the firm in the customer's mind.

This research clearly adds new knowledge to the present body of hospitality literature and will assist managers by providing a practical approach to enhance customer loyalty.

The purpose of this study is to investigate empirically how the determinant attributes of coffee quality, service, food and beverage, and extra benefits influenced customer‐perceived value in the coffee outlet industry.

A self‐administrated questionnaire was distributed to 834 respondents from chain and independent coffee outlets for the study. Multiple regression analysis was used to identify which factors of determinant attributes of service quality influenced customer‐perceived value.

The study found that factors of determinant attributes of service quality significantly influenced functional and symbolic dimensions of perceived value with the former being related with coffee quality, service, and food and beverage, whereas the latter is positively related with coffee quality, food and beverage, and extra benefits.

The paper bears significant theoretical and practical results. Theoretically, determinant attributes of service quality can enhance not only functional value but also symbolic value, ignored in previous value‐based research. It is believed that perceived value should be considered as a base in designing determinant attributes of service quality. Practically, it is imperative for marketers to gain a thorough understanding of the consumption experience of their customers by enhancing value perceptions in terms of determinant attributes of service quality.

The study challenges the existing literature by identifying how customers perceived function and symbolic values based on determinant attributes of service quality offered in the coffee outlet industry.

The purpose of this research is to understand the effects of self‐monitoring, dining companions and industry segments on the usage of alternate currencies while dining out.

An experimental design using frequent consumers of restaurant services is being used with a scenario approach with a sample size of 471.

Results indicate that self‐monitoring has significant impact on consumers' choice for alternate currencies. In addition, the type of dining companion (boss vs friend vs alone) has significant affect on usage of alternate currencies. Industry segments were not found be a significant factor in making usage of alternate currencies. For high self‐monitoring individuals, the preferences for currency usages are more likely influenced by the image delivered by the currency than for low self‐monitors. Consumers who dine with a friend or alone are more likely to prefer to pay with frequent usage points‐only (as opposed to dollars‐only) than consumers who dine with the boss. This result indicates that the dining companion is an important determinant in preferring the alternative currency, frequent usage points. Since frequent usage points are a signal of price discount, consumers do not want to make an impression of “being cheap” on the higher‐status dining companion (e.g. boss) by using frequent usage points for their dining experiences. On the other hand, if consumers dine with a friend or alone, they are more likely to reap the financial rewards of paying with frequent usage points without regard to the impression it creates.

These findings have significant implications for the restaurants marketers and managers. Implementation of frequent diners program may be affected significantly by self‐monitoring characteristics and nature of dining companions.

This study extends the understanding of individual differences associated with currency preference by examining the effects of self‐monitoring and impression management on consumer preferences for currency usage. Identifying the characteristics of consumers using the different currency options is critical for the foodservice industry.

Employee voice can improve organizational and individual performance. The purpose of this paper is to consider individuals’ evaluations of various features of their work situations. In particular, emotional exhaustion mediates the influence of facades of conformity on employee voice behavior and job satisfaction. This study examines a model in which facades of conformity negatively affects employee voice and job satisfaction through emotional exhaustion.

A total of 401 employer–employee dyads from a large manufacturing company and public organizations in Taiwan were surveyed. Two-wave data demonstrated a significant positive relationship between facades of conformity and its outcomes, mediated by emotional exhaustion.

The results reveal that facades of conformity relates to employee voice and job satisfaction. Additionally, emotional exhaustion is an important mechanism in the relationships between facades of conformity and employee voice and facades of conformity and job satisfaction.

Although this study obtained data from employer–employee dyads, practical constraints prevented complete consideration of issues in the work domain, such as colleagues, which might influence employees’ voice and job satisfaction.

Employee who exhibit facades of conformity in an organization may work smoothly for short periods of time, the emotional response triggered by the conflict between their external behavior and their inner values can further reduce their voice behavior and thus affect the organization’s overall performance voice refers to an employee providing challenging advice to contribute to the success of an organization.

The findings have implications for the understanding of employees’ conditions and its associations with social issues in the workplace.

The aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.

Through the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).

The results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.

The sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.

Family businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.

These findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

To examine the effectiveness of a multichannel strategy, this study mainly investigates two issues: (1) whether customers' five value perceptions (i.e. product quality, service quality, innovation, price and store image) extend from e-stores to physical stores and (2) whether customers' five value perceptions derived from e-stores/physical stores facilitate purchase intention within and beyond the channel context.

This study develops a research model to elaborate on the relationships between the focal constructs and collects 177 useable responses via an online community and personal contacts survey. Partial least squares structural equation modeling (PLS-SEM) methods and mediation analyses are conducted to validate the proposed hypotheses.

The results show that the values perceived in e-stores/physical stores generally motivate online/offline purchase intention, respectively. Next, based on Tversky's belief/feature matching process, the five value perceptions correlate with their counterparts across online and offline channels. The results of the mediation analyses suggest that the advantages established in online channels may be contagious to offline channels at the belief level. Specifically, four of the five online value perceptions may have different effects on offline purchase intention: (1) product quality perceived in e-stores directly (negative) and indirectly (positive) results in offline purchase intention, demonstrating cannibalization effects and (2) service quality, innovation and store image perceived in e-stores indirectly and positively contribute to offline purchase intention, indicating synergetic effects.

The findings of this study provide several important theoretical and practical implications for multichannel and omnichannel retailing strategies.