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Dual perspective on the role of xenophobia in service sabotage

Orador convidado

Selma Kadic-Maglajlic (Copenhagen Business School)


Sala -1.26 EEG & Online


Início05.07.2023 13:30Fim05.07.2023 14:30

Resumo do evento


Selma Kadić-Maglajlić holds a Ph.D. in Marketing from the University of Ljubljana. She is Associate Professor of Marketing at the Department of Marketing at Copenhagen Business School. Her research focuses on interpersonal interactions, emotions and ethics in sales and sales management. Her work has been published in various international journals, including Journal of International Marketing, Journal of Business Ethics, Industrial Marketing Management, Journal of Business Research, International Marketing Review, Technovation, Technological Forecasting and Social Change, Journal of Macromarketing, Journal of Business & Industrial Marketing and others. She serves as Associate Editor for Special issues at Industrial Marketing Management.



This research deepens our understanding of the role of xenophobia in service sabotage from a dual perspective, that of employees and customers. First, we present Study 1, based on survey data from 194 employees of tourism service employees to disentangle the role of attitudes (e.g., xenophobia), identities (e.g., moral identity), and personal characteristics (e.g., emotional regulation) in the relationship between community attachment and service sabotage. Study 2, based on an experimental design with 297 tourists, offers insights into the consequences of service sabotage and clarifies different attributions that transfer the effect of service sabotage to the desire for revenge. Results show that xenophobia mediates the relationship between community attachment and service sabotage by co-workers. Moreover, service sabotage directly and indirectly drives the desire for revenge. Both cultural attributions and attributions to discrimination mediate the indirect effect of service sabotage on the desire for revenge.


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