Article,
Dual perspective on the role of xenophobia in service sabotage
Affiliations
- [1] Copenhagen Business Sch, Solbjerg Plads 3, DK-2000 Frederiksberg, Denmark [NORA names: CBS Copenhagen Business School; University; Denmark; Europe, EU; Nordic; OECD];
- [2] Univ Minho, Ctr Res Econ & Management NIPE, Sch Econ & Management, Braga, Portugal [NORA names: Portugal; Europe, EU; OECD];
- [3] Cairo Univ, Fac Commerce, POB 12613, Giza, Egypt [NORA names: Egypt; Africa];
- [4] Cairo Univ, Fac Commerce, POB 12613, Giza, Egypt [NORA names: Egypt; Africa];
- [5] Univ Surrey, Surrey Business Sch, Alexander Fleming Rd, Guildford GU2 7XH, England [NORA names: United Kingdom; Europe, Non-EU; OECD]
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 con-ducted 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.