Residents' attitudes to tourism development: the case of Cyprus.

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above‐mentioned job outcomes.Design/methodology/approach – Data were gathered from a sample of frontline hotel employees in Northern Cyprus via self‐administered questionnaires. A total number of 204 questionnaires were obtained.Findings – As hypothesized, emotional dissonance and emotional exhaustion were found to be significant outcomes of customer verbal aggression. The results demonstrated that emotional dissonance amplified exhaustion. The results further revealed that customer verbal aggression and emotional dissonance intensified turnover intentions. As expected, emotional exhaust...

Outcomes of customer verbal aggression among hotel employees

Based on data obtained from frontline hotel employees in Northern Cyprus, this study investigated the effects of role stress and burnout on job performance. It was found that role ambiguity decreased job performance while role conflict enhanced job performance. The results indicated that diminished personal accomplishment exerted a significant negative influence on job performance whereas the rest of the burnout dimensions did not. The results further showed that both role conflict and ambiguity exacerbated emotional exhaustion and depersonalisation. Role ambiguity was found to have a significant positive relationship with diminished personal accomplishment whereas role conflict was not. Copyright © 2007 John Wiley & Sons, Ltd.

Role stress, burnout and their effects on frontline hotel employees' job performance: evidence from Northern Cyprus

Purpose – The purpose of this paper is to report on an empirical research study which investigated the factors influencing productivity in hotels in Northern Cyprus.Design/methodology/approach – The empirical data was collected via a structured questionnaire from middle and senior managers of four and five‐star hotels in Northern Cyprus.Findings – According to the research findings staff recruitment, staff training, meeting guest expectations, and service quality are the main productivity factors in hotels; while crises, technology, marketing, and forecasting are ranked relatively low. It emerged from the findings that hotel managers in Northern Cyprus have a narrow view of productivity and follow a more input‐oriented approach to managing productivity.Research limitations/implications – Based on the research findings and their discussions, this study provides several recommendations for future research in this area.Practical implications – The research results highlight the importance of training middle ...

Factors influencing productivity in small island hotels: evidence from Northern Cyprus.

Ecotourism-related products and activities, and the economic sustainability of small and medium island chalets.

A descriptive analysis of North Cyprus tourism

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A descriptive analysis of North Cyprus tourism