The Effects of Customer Interactional Injustice on Hotel Employees’ Emotion Regulation: Case Study of an Upscale Shanghai Hotel

This article uses a qualitative research method to explore the frontline employees’ emotion regulation strategies on three different customer interactional injustice (CII) categories (behaviorally offensive, verbally abusive, or overly self-indulgent customers) at an upscale chain hotel in Shanghai. Results indicated that employees’ regulation strategies differed by CII sub-category: employees used reappraisal and problem-solving strategies when...