Chihyung “Michael” Ok

TL;DR: In this paper, the authors provide answers to the questions "Why do hospitality employees engage in service sabotage behaviors?" and "What can hospitality organizations do to mitigate them?" Based on conservation of, resources (COR) theory, they hypothesized hospitality employees' emotional labor, specifically, emotional dissonance, to be a major source of service sabotage.

TL;DR: In this paper, the authors provide theory-based empirical evidence on whether employee evaluations of self (i.e., core self-evaluations) and perceptions of organizational work environment (e.g., psychological climate) affect employee engagement.

TL;DR: In this paper, the authors discuss and demonstrate social media analytics using Twitter data referring to cruise travel, and also include an in-depth analysis of tweets by three types of user groups: commercial, news/blogs, and private.

TL;DR: This paper found that emotional labor mediates the positive relationship between customer orientation and job satisfaction, and did not find a moderating effect of job position on the direct relationships among customer orientation, emotional labor, and overall job satisfaction.

TL;DR: In this paper, the authors investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effect of brand prestige on brand relationship quality and loyalty in the coffeehouse industry.