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This chapter uses cognitive psychology to understand how individuals deal with negative emotions using coping strategies. It discusses the coping process and reviews three current debates about cognitive appraisal theory, coping and emotion regulation. The use of coping strategies in tourism, services and business management is presented to understand different stakeholders' responses to negative emotions. The literature discusses various elements (antecedents, coping strategies, coping consequence) for emotion coping process and the chapter summarises a synthesised conceptual framework for emotional coping based on the cognitive appraisal theory. The framework is used to examine coping in the context of COVID-19. The chapter concludes with future research opportunities in this subject area.

We draw upon stress theory and utilize the context of the COVID-19 pandemic to investigate how various coping strategies employed by expatriates affect their psychological stress, subsequently influencing their expatriation satisfaction and intention to withdraw from the host country.

We utilize structural equation modeling to analyze a sample of 453 expatriates residing and working in the United Arab Emirates during the COVID-19 pandemic.

Our analysis shows that the effects of different coping strategies on expatriates vary. Depending on the nature of the strategy, they can have either positive or negative effects. While coping via problem-focused and denial strategies decreases expatriates' stress, coping by distancing increases it. Social support-seeking is not found to be an effective stress-coping strategy. In terms of implications, the problem-focused strategy leads to the most positive outcomes, whereas distancing leads to the most negative outcomes.

Our study provides significant theoretical and practical insights into expatriates' coping mechanisms within the context of natural crises.

This study aims to investigate the effects of workplace racial discrimination among Asian American (AA) employees in the restaurant industry and examines what kinds of employee coping responses can mitigate its detrimental effects on their work behaviors.

This paper uses an exploratory sequential mixed-methods approach, starting with a qualitative study using the critical incident technique followed by a quantitative between-subjects experiment to examine the impact of employee coping responses to racial discrimination on employee competence and work quality of life (WQOL).

The study reveals that customer-perpetrated racial discrimination is the most common form of racial discrimination that AA employees face in the restaurant industry. In addition, confrontation is the most effective coping strategy to increase employee’s self-competence. Also, the severity of discrimination moderates the effect of coping strategies on employee’s self-competence. Employees’ self-competence mediates the relationship between their response strategy against discrimination and their WQOL.

The findings of this study suggest that confrontation is an effective coping strategy for targeted employees, compared to support-seeking or avoidance. Confrontation was perceived as competent, compared to other coping strategies, and in turn, enhanced WQOL.

This study expands the scope of racial discrimination research in the hospitality literature for the growing diversified hospitality workforce. In addition, this study provides practical insights into competent ways of coping with racial discrimination.

The purpose of this study is to clarify why business travel has ambivalent effects on occupational well-being. We examine associations between business travel, career satisfaction and turnover intentions, as well as the mediating role of functional and dysfunctional coping strategies.

We collected four waves of data across three months from 676 employees (n = 147 business travelers who traveled for work at least once during the study period; n = 529 non-travelers) working in various industries and managerial positions.

Consistent with expectations, the greater the extent of business travel, the higher both career satisfaction (mediated by higher emotional and instrumental support, positive reframing, and substance use, and lower venting and self-distraction, denial and self-blame, and behavioral disengagement) and turnover intentions (mediated by higher active coping and planning, venting and self-distraction, behavioral disengagement, and lower positive reframing).

Findings reveal that business travel presents an ambivalent psychological experience and point to the importance of obtaining and using a coping portfolio in this context.

This study addresses functional and dysfunctional coping as unexplored mediating mechanisms between business travel, career satisfaction, and turnover intentions and provides new insights for research and practice on business travel.

The COVID-19 pandemic has caused severe challenges to ethnic minorities in the UK. While the experiences of migrants are both complex and varied depending on individuals' social class, race, cultural proximity to the host country and acculturation levels, more in-depth studies are necessary to fully understand how COVID-19 affects specific migrant groups and their health. Taiwanese migrants were selected because they are an understudied group. Also, there were widespread differences in pandemic management between the UK and Taiwan, making this group an ideal case for understanding how their acculturation journey can be disrupted by a crisis.

Qualitative data were collected at two different time points, at the start of the UK pandemic (March/April 2020) and six months on (October/November 2020), to explore migrant coping experiences over time. Theoretically, the authors apply acculturation theory through the lens of coping, while discussing health-consumption practices, as empirical evidence.

Before the outbreak of the pandemic, participants worked hard to achieve high levels of integration in the UK. The pandemic changed this; participants faced unexpected changes in the UK’s sociocultural structures. They were forced to exercise the layered and complex “coping with coping” in a hostile host environment that signalled their new marginalised status. They faced impossible choices, from catching a life-threatening disease to being seen as overly cautious. Such experience, over time, challenged their integration to the host country, resulting in a loss of faith in the UK’s health system, consequently increasing separation from the host culture and society.

It is important to note that the Taiwanese sample recruited through Facebook community groups is biased and has a high level of homogeneity. These participants were well-integrated, middle-class migrants who were highly educated, relatively resourceful and active on social media. More studies are needed to fully understand the impact on well-being and acculturation of migrants from different cultural, contextual and social backgrounds. This being the case, the authors can speculate that migrants with less resource are likely to have found the pandemic experience even more challenging. More studies are needed to fully understand migrant experience from different backgrounds.

Public health policymakers are advised to dedicate more resources to understand migrants' experiences in the host country. In particular, this paper has shown how separation, especially if embraced temporarily, is not necessarily a negative outcome to be corrected with specific policies. It can be strategically adopted by migrants as a way of defending their health and well-being from an increasingly hostile environment. Migrants' home country experience provides vicarious learning opportunities to acquire good practices. Their voices should be encouraged rather than in favour of a surprising orthodox and rather singular approach in the discussion of public health management.

The paper has clear public health policy implications. Firstly, public health policymakers are advised to dedicate more resources to understand migrants' experiences in the host country. Acknowledging migrants' voice is a critical first step to contribute to the development of a fair and inclusive society. Secondly, to retain skilful migrants and avoid a future brain-drain, policymakers are advised to advance existing infrastructure to provide more incentives to support and retain migrant talents in the post-pandemic recovery phase.

This paper reveals how a group of previously well-integrated migrants had to exercise “coping with coping” during the COVID crisis. This experience, over time, challenged their integration to the host country, resulting in a loss of faith in the UK’s health system, consequently increasing separation from the host culture and society. It contributes to the understanding of acculturation by showing how a such crisis can significantly disrupt migrants' acculturation journey, challenging them to re-acculturate and reconsider their identity stance. It shows how separation was indeed a good option for migrants for protecting their well-being from a newly hostile host environment.

While the proliferation of chatbots allows companies to connect with their customers in a cost- and time-efficient manner, it is not deniable that they quite often fail expectations and may even pose negative impacts on user experience. The purpose of the study is to empirically explore the negative user experience with chatbots and understand how users respond to service failure caused by chatbots.

This study adopts a qualitative research method and conducts thematic analysis of 23 interview transcripts.

It identifies common areas where chatbots fail user expectations and cause service failure. These include their inability to comprehend and provide information, over-enquiry of personal or sensitive information, fake humanity, poor integration with human agents, and their inability to solve complicated user queries. Negative emotions such as anger, frustration, betrayal and passive defeat were experienced by participants when they interacted with chatbots. We also reveal four coping strategies users employ following a chatbots-induced failure: expressive support seeking, active coping, acceptance and withdrawal.

Our study extends our current understanding of human-chatbot interactions and provides significant managerial implications. It highlights the importance for organizations to re-consider the role of their chatbots in user interactions and balance the use of human and chatbots in the service context, particularly in customer service interactions that involve resolving complex issues or handling non-routinized tasks.

Our study addresses the impact of COVID-19-induced work-family conflict on leaders' well-being and explores the influence of leadership style, coping strategies, and gender disparities in this context, filling a research gap on crisis-related leadership well-being.

We used hierarchical regression analysis and SPSS's PROCESS macro to analyze a dataset of 516 paired responses, including 231 leaders and 285 subordinates, from Mongolian organizations.

Strain-based work-family conflict (WFC) negatively affects leaders' workplace well-being. Servant leadership exacerbates this impact. In contrast, servant leadership positively moderates the relationship between time-based WFC and job-related well-being. Leaders who prioritize work and family responsibilities experience a stronger positive (negative) impact of time-based (strain-based) WFC on their workplace well-being. Furthermore, we observed that strain-based WFC has a more detrimental effect on female leaders' well-being, highlighting gender disparities in leadership roles.

Our study elucidates the intricate relationship between work-family conflict and leaders' well-being, underscoring the need to recognize gender differences and coping strategies. We advocate for organizations to proactively establish support structures tailored to various leadership styles and gender-specific challenges, especially in times of crisis.

This study focuses on leaders' well-being during COVID-19 and how it is influenced by work-family conflict, servant leadership, coping strategy, and gender. The study also differentiates between time-based and strain-based work-family conflict and uses dyadic data from Mongolian organizations. More importantly, we identify that gender disparity plays a crucial role in the pandemic-caused leadership challenges and leaders' coping behaviors.

This study aims to understand the role of seeking social support in the relationship between perceived helplessness, self-efficacy and satisfaction among graduate students during the pandemic, drawing upon the transactional model of stress and coping. Graduate students are composed of nontraditional students who are considered significantly different from traditional students. Nonetheless, research has yet to explore how seeking social support contributed to graduate students’ mental health during the COVID-19 pandemic, especially to the relationship between feelings of helplessness and positive mental health. More specifically, this study examined how seeking social support from others mediates the relationship between perceived helplessness and self-efficacy, academic satisfaction and general life satisfaction among graduate students.

Using quantitative data collected from 545 graduate students at a large, research-intensive university in the USA, structural equation modeling was used to test our conceptual model.

The results of this study indicate that perceived helplessness has a direct and adverse relationship with self-efficacy. Social support mediates the negative relationship between the two variables, buffering the negative psychological experience students feel and leading to higher levels of self-efficacy and two domains of satisfaction. Self-efficacy is positively associated with academic and general life satisfaction among graduate students. Academic satisfaction positively predicts general life satisfaction, as well. A conceptual model was developed, yielding acceptable goodness-of-fit statistics.

This study adds to the postsecondary education literature and contributes to the larger discourse identifying the positive role of social support in supporting graduate students to cope with psychological challenges that may be exacerbated under stressful conditions.

This study examines how far female tour guides in Egypt experience sexual harassment and how they cope with it.

A qualitative research method is employed, and semi-structured interviews were conducted with 32 full-time female tour guides working for several travel agencies in Egypt. Thematic analysis was used to extract the main ideas from the transcripts.

The findings show that female tour guides in Egypt would encounter annoying gender harassment mostly from tourists they serve, and they might suffer from irresponsible behavior – gender harassment, unwanted sexual harassment, and sexual coercion – from their local managers. When facing sexual harassment, female tour guides usually tend to adopt one of the following three coping strategies: (a) indifference to sexual harassment they encounter, (b) heroism by taking legal action when exposed to sexual harassment or (c) fatalism by taking inconsequential action such as complaining the harasser to his direct manager or filling in an official complaint inside their workplace. The selection of the coping strategy is usually based on the female victim's personality and the organizational and social context she adapts to.

This paper contributes by filling a gap in tourism, human resources management and gender studies in which empirical studies on the sexual harassment that female tour guides encounter, particularly in non-Western contexts, have been limited so far.