From service to strain:The dual-edged sword of organizational citizenship behavior directed towards customers and its impact on employee outcomes

International Journal of Hospitality Management 2026

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Authors: Osman M. Karatepe, Mumtaz Akhtar, Qingyu Zhang, Muhammad Usman
DOI: 10.1016/j.ijhm.2026.104587
Cited by: 2
References: 68

Fields of Study & Subjects

Job Satisfaction and Organizational Behavior Workplace Spirituality and Leadership Customer Service Quality and Loyalty

Publication details

Journal / source
International Journal of Hospitality Management
Publisher
Elsevier BV
Volume
134
Pages
104587–104587
Publication date
23 January 2026
Language
EN