Customer Mistreatment of Local Restaurants in the Context of Gastronomy Tourism

Erdem Baydeniz

Article Details

Customer Mistreatment of Local Restaurants in the Context of Gastronomy Tourism

Authors:

Erdem Baydeniz

Publisher:

Istanbul University

Main Topics:

Business Administration

Journal:

Istanbul Business Research Vol.52 Issue 3, pp.593-623

Document Type:

Article

Publication Date:

12/2023

Document Language:

English

Document ID (Org No.):

2001311363

pISSN:

2630-5488

Keywords:

Abstract:

 This study aims to determine the mediating role of surface acting and deep acting in the effect of emotional exhaustion through customer mistreatment cognitive rumination. The research universe consists of local restaurants within the scope of gastronomy tourism employees in Afyonkarahisar. A total of 396 surveys were gathered through simple random sampling methods from probability-based sampling methods between June 5th and November 20th 2022. The Smart PLS statistical program was utilized to test the hypotheses, and structural equation modelling was used to analyze the data. In this context, it has been found that rumination has a positive effect on emotional exhaustion and that mistreatment towards workers affects cognitive rumination and emotional exhaustion through surface acting and deep acting. However, deep acting does not play a mediating role. It has also been resolved that surface-acting and deep acting mediate the effect of customer mistreatment on emotional exhaustion. Based on the introspections results, academic and sectoral recommendations have been materialized.

 This study aims to determine the mediating role of surface acting and deep acting in the effect of emotional exhaustion through customer mistreatment cognitive rumination. The research universe consists of local restaurants within the scope of gastronomy tourism employees in Afyonkarahisar. A total of 396 surveys were gathered through simple random sampling methods from probability-based sampling methods between June 5th and November 20th 2022. The Smart PLS statistical program was utilized to test the hypotheses, and structural equation modelling was used to analyze the data. In this context, it has been found that rumination has a positive effect on emotional exhaustion and that mistreatment towards workers affects cognitive rumination and emotional exhaustion through surface acting and deep acting. However, deep acting does not play a mediating role. It has also been resolved that surface-acting and deep acting mediate the effect of customer mistreatment on emotional exhaustion. Based on the introspections results, academic and sectoral recommendations have been materialized.

 This study aims to determine the mediating role of surface acting and deep acting in the effect of emotional exhaustion through customer mistreatment cognitive rumination. The research universe consists of local restaurants within the scope of gastronomy tourism employees in Afyonkarahisar. A total of 396 surveys were gathered through simple random sampling methods from probability-based sampling methods between June 5th and November 20th 2022. The Smart PLS statistical program was utilized to test the hypotheses, and structural equation modelling was used to analyze the data. In this context, it has been found that rumination has a positive effect on emotional exhaustion and that mistreatment towards workers affects cognitive rumination and emotional exhaustion through surface acting and deep acting. However, deep acting does not play a mediating role. It has also been resolved that surface-acting and deep acting mediate the effect of customer mistreatment on emotional exhaustion. Based on the introspections results, academic and sectoral recommendations have been materialized.

 This study aims to determine the mediating role of surface acting and deep acting in the effect of emotional exhaustion through customer mistreatment cognitive rumination. The research universe consists of local restaurants within the scope of gastronomy tourism employees in Afyonkarahisar. A total of 396 surveys were gathered through simple random sampling methods from probability-based sampling methods between June 5th and November 20th 2022. The Smart PLS statistical program was utilized to test the hypotheses, and structural equation modelling was used to analyze the data. In this context, it has been found that rumination has a positive effect on emotional exhaustion and that mistreatment towards workers affects cognitive rumination and emotional exhaustion through surface acting and deep acting. However, deep acting does not play a mediating role. It has also been resolved that surface-acting and deep acting mediate the effect of customer mistreatment on emotional exhaustion. Based on the introspections results, academic and sectoral recommendations have been materialized.

Article Details

Customer Mistreatment of Local Restaurants in the Context of Gastronomy Tourism

Authors:

Erdem Baydeniz

Publisher:

Istanbul University

Main Topics:

Business Administration

Journal:

Istanbul Business Research Vol.52 Issue 3, pp.593-623

Document Type:

Article

Publication Date:

12/2023

Document Language:

English

Document ID (Org No.):

2001311363

pISSN:

2630-5488

Customer Mistreatment

Cognitive Rumination

Emotional Exhaustion

Surface Acting

Deep Acting

GastronomyCustomer Mistreatment

Cognitive Rumination

Emotional Exhaustion

Surface Acting

Deep Acting

Issues

Article Details

Authors: Erdem Baydeniz

Publisher: Istanbul University

Main Topics: Business Administration

Journal: Istanbul Business Research Vol.52 Issue 3, pp.593-623

Document Type: Article

Publication Date: 12/2023

Document Language: English

Document ID (Org No.): 2001311363

pISSN: 2630-5488

Issues

Authors:

Erdem Baydeniz

Publisher:

Istanbul University

Main Topics:

Business Administration

Journal:

Istanbul Business Research Vol.52 Issue 3, pp.593-623

Document Type:

Article

Publication Date:

12/2023

Document Language:

English

Document ID (Org No.):

2001311363

pISSN:

2630-5488