Dual Perspective on the Role of Xenophobia in Service Sabotage

Selma Kadic-Maglajlic*, Cristiana R. Lages, Mohamed Sobhy Temerak

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review

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Abstract

This paper contributes to the literature by examining xenophobia among tourism employees and its relationship with service sabotage, which was not previously explored. Two studies are conducted. A survey study is conducted with 194 frontline employees working in tourism, and 297 tourists participated in an experimental study. Based on the findings, xenophobia mediates the relationship between employee community attachment and service sabotage, with employees' moral identity and emotional regulation influencing this relationship. Furthermore, tourists' desire for revenge when experiencing service sabotage is both directly and indirectly affected by the attributions of cultural differences and discrimination. Notably, if tourists attribute the sabotage to xenophobia, this will not increase the desire for revenge. This research advances the understanding of the complex dynamics among employee xenophobia, service sabotage, and customer revenge in tourism.
Original languageEnglish
Article number104831
JournalTourism Management
Volume101
Number of pages15
ISSN0261-5177
DOIs
Publication statusPublished - Apr 2024

Bibliographical note

Published online: 29 September 2023.

Keywords

  • Xenophobia
  • Service sabotage
  • Attributions to xenophobia
  • Community attachment
  • Moral identity
  • Regulation of emotions

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