IDEAS home Printed from https://ideas.repec.org/a/ist/ibsibr/v52y2023i3p593-623.html
   My bibliography  Save this article

Customer Mistreatment of Local Restaurants in the Context of Gastronomy Tourism

Author

Listed:
  • Erdem Baydeniz

    (Afyon Kocatepe Üniversitesi)

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 introspection’s results, academic and sectoral recommendations have been materialized.

Suggested Citation

  • Erdem Baydeniz, 2023. "Customer Mistreatment of Local Restaurants in the Context of Gastronomy Tourism," Istanbul Business Research, Istanbul University Business School, vol. 52(3), pages 593-623, December.
    • Handle: RePEc:ist:ibsibr:v:52:y:2023:i:3:p:593-623
    DOI: 10.26650/ibr.2023.52.1223828
    as

    Download full text from publisher

    File URL: https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/8FEE4A1C78464843BD3A82F63A064164
    Download Restriction: no
    File URL: https://iupress.istanbul.edu.tr/en/journal/ibr/article/customer-mistreatment-of-local-restaurants-in-the-context-of-gastronomy-tourism
    Download Restriction: no
    File URL: https://libkey.io/10.26650/ibr.2023.52.1223828?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ist:ibsibr:v:52:y:2023:i:3:p:593-623. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Istanbul University Press Operational Team (Ertuğrul YAŞAR) (email available below). General contact details of provider: https://edirc.repec.org/data/isisttr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.