Volume 17, Issue 60 , January 2023
Javad Madani; Rahim Zare; Ahmad Mahmoudi
Abstract
Sports tourism is an important type of tourism that is growing and developing rapidly. Tourist destinations in the field of sports not only support sports tourism policies but also attend to environmental issues in a bid to promote green behaviors among tourists. This research aimed to investigate the ...
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Sports tourism is an important type of tourism that is growing and developing rapidly. Tourist destinations in the field of sports not only support sports tourism policies but also attend to environmental issues in a bid to promote green behaviors among tourists. This research aimed to investigate the role of sports tourism in promoting green behaviors among tourists in Ardabil Province. As a mixed methods research, the study relied on a sequential exploratory approach consisting of qualitative and quantitative phases. The methods of thematic analysis and survey were used to analyze the data. The first phase of the study involved interviewing experts in sports tourism, sports management, and behavior management through purposive sampling. The second phase used systematic sampling and the influential actors of the field as the statistical population, with 31 experts responding to the questionnaire. According to the research findings in the first phase, 36 basic themes, 15 organizing themes, and three global themes were extracted from the semi-structured interviews. In the second phase, the identified themes were approved by the experts as the factors affecting the role of sports tourism in promoting green behaviors among tourists. The study highlights that sports tourism not only creates macro social, cultural, and economic benefits for residents and visitors, but also has a significant contribution to green behaviors among tourists. Green behaviors, in addition to protecting the environment, have a positive impact on the development of sports tourism and can strengthen and develop pro-environmental attitudes among tourists, besides creating recreational experiences.Introduction Sport is an ever-evolving phenomenon, with new sport events emerging regularly. Organizations need to study specific aspects of sports in order to manage their resources more effectively. As one of the most important fields in this respect, sports tourism refers to those trips for recreational (non-commercial) reasons to participate in or observe sports activities outside one’s usual residence, with or without competitive goals. Sports tourism has gradually gained popularity in different countries, leading to the establishment of specialized sports tourism agencies in large cities and small local towns. Sports activities, such as beach volleyball, rock climbing, river tracking, etc., allow tourists to participate freely in the tourism process, Sports tourism is a low-cost recreational activity that can improve physical and mental health. Travelers from many countries are paying increasing attention to sports tourism, creating many sports activities in sightseeing spots and resorts, including mountain climbing, cycling, road running, river trekking, rock climbing, and swimming.The sports tourism industry is highly competitive. Implementing and managing sustainable tourism development programs and a greener competitive advantage in these areas provide potential benefits for sports tourism destinations. Nowadays, sports tourism destinations tend to take measures to attract tourists and increase the credibility of sports tourism. Sports tourism departments have taken steps towards the greening of tourists’ behaviors. In addition to economic, political, and cultural fields, sports tourism has attended to environmental issues and greening. Green behaviors among tourists can positively affect the host community as well as the environment. Destinations providing sports tourism can benefit by encouraging tourism service providers to develop green measures and strategies. Green behaviors among tourists can play a fundamental role. Therefore, it is necessary to investigate and analyze the role of sports tourism and its influential factors in promoting green behaviors among tourists. The present study aimed to investigate this issue in Ardabil Province, which has ten cities with sports tourism in several sports, such as skiing, rock climbing, mountaineering, river trekking, water sports, hiking, camping, etc. Considering the province’s pristine and beautiful nature, it is vital to promote green behaviors among tourists. Materials and MethodsAs an applied research based on a mixed methods design, the present study utilized a sequential exploratory approach involving both qualitative and quantitative data collection and analysis. Given more analytical weight, the first phase used the qualitative method of thematic analysis. Using tools such as semi-structured interviews, the study could obtain relevant codes. In an inductive approach (part to whole), the identified themes were categorized under basic, organizing, and global themes. During the second phase, the study employed the quantitative survey method, and each of the themes was sent to the experts for verification, review, and measurement of its components and assessment of its validity. The participants of the study were categorized separately for both phases. In the first phase, the purposeful sampling method was used to identify 11 experts in sports tourism, sports management, and behavior management, who participated in the study online. The second phase of the study used the influential actors in the field, who were mainly active in the academic and executive sectors. The second phase relied on the systematic sampling method, and 31 experts responded to the questionnaire. Results and DiscussionHaving examined the semi-structured interviews, the study identified 121 indicators, from which 36 basic themes, 15 organizing themes, and three global themes were extracted. Each organizing theme is the principal element and constituent of the global themes. The themes indicate that these factors influence and determine the role of sports tourism in promoting green behaviors among tourists in the host community. In the quantitative phase, the themes received values higher than the acceptable limit, which indicates the appropriateness of the measurement model. The theme of creating, supporting, and promoting pro-environmental behavior (among the global themes) and the theme of enhancement of environmentally responsible behaviors of sports tourists (among the organizing themes) had the most significant effect with values of 0.56 and 0.57, respectively. ConclusionSports tourism contributes to the host society’s economic growth, cultural promotion, and enrichment. It is also considered important in environmental protection and greening of tourists’ behaviors. Many countries use mechanisms such as sports tourism to green tourists’ behaviors in order to face challenging environmental issues and problems. The findings of the study can offer important practical implications for the stakeholders in the sports tourism industry. The relationship between tourists’ green behaviors and environmental behaviors in tourist destinations creates a specific context with opportunities. One of the most fundamental topics in the field was found to be the global theme of creating, supporting, and promoting pro-environmental behaviors, which plays an essential role in sports tourism by influencing tourists’ green behavioral intentions. This theme emphasizes the significance of participation and interaction of sports tourists with the host community in order to promote greener behaviors, which in turn makes green consumption and measures a necessary part of their daily life. Another global theme is sustainable green engagement and communication which stresses a multi-faceted relationship with tourists and the local community. Moving towards greener behaviors among sports tourists and creating green destinations is not just an objective but a systematic and extensive process that requires much attention. Environmental education through media (e.g., television, newspapers, internet, social media, etc.) is needed to teach professional environmental practices to travelers and non-travelers. The environmental education helps tourists understand the importance of green behaviors. Destinations can thus help educate tourists by familiarizing them with environmental protection information. These measures can create interaction and participation as critical and valuable measures in the field. The attempt at greening of behaviors can thus help create environmentally responsible behaviors among tourists. Concerning the organizing themes, the theme of enhancement of environmentally responsible behaviors of sports tourists had the highest path coefficient effect. Environmentally responsible behavior refers to the cases in which a person or a group of people follow actions or behaviors that control environmental impact and are highly responsive to the environment and its subsequent issues. In addition to the preservation of the environment, such behaviors are necessary to maintain the growth of sports tourism.
Reza Hosseingholizadeh; Mahmood Alborzi; Abbas Toloie Eshlaghy; Hamid Zargham Boroujeni
Abstract
The beliefs of the stakeholders who provide tourism services in destinations play an important role in the sustainability of destinations. The values of variables affecting these beliefs are always ambiguous, and the causal relationships between them are uncertain. The reality of opinion dynamics ...
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The beliefs of the stakeholders who provide tourism services in destinations play an important role in the sustainability of destinations. The values of variables affecting these beliefs are always ambiguous, and the causal relationships between them are uncertain. The reality of opinion dynamics reflects even more complexity. Therefore, the present study used fuzzy logic, Bayesian belief networks, and opinion dynamics models to investigate a complex topic. The models were applied to the data obtained from the Iranian stakeholders in a bid to attract Chinese tourists. The data was collected by administering the questionnaire to 540 stakeholders during 2019, 2020 and 2021. Finally, the research provided not only an agent-based simulation to visualize trends and their evolution or co-evolution, but also the possibility of predicting defective and desirable trends with the ultimate aim of preventing or reinforcing them.IntroductionDespite the apparent regularity of the tourism process, ambiguity, uncertainty, and dynamism in the host community complicate the control of the process. It is ambiguous because different tastes are applied to it (Liu et al., 2021). It is uncertain because the stakeholders have different beliefs (Merigó et al., 2012). It is dynamic (Sainaghi & Baggio, 2017) because it is affected by environmental changes such as diseases (Soltan-Alinejad & Soltani, 2021), natural disasters (Rosselló et al., 2020), information technology (Xiang, 2018), and environmental issues (Saviolidis et al., 2021). Accordingly, conventional statistical tools are ineffective in capturing the whole complexity at work (Sun & Müller, 2013). In this respect, the current study used fuzzy logic, conditional probability, and diffusion processes on complex networks in order to model ambiguity, uncertainty, and dynamism, respectively. The fuzzy membership functions were used for the initial processing of the collected data (Serrano-Guerrero, 2021). The study utilized Bayesian belief networks to measure the community’s parameters in the current situation (Rohmer, 2020). Moreover, opinion dynamics was employed to predict future trends (Ureña et al., 2019). Specifically, the structural and parametric training of Bayesian belief networks was used to model the current beliefs of stakeholders in tourism destinations (Rohmer, 2020). The developed Bayesian belief network is able to make predictions, prescriptions, and causal inferences about the stakeholder-related variables of the community (Nadkarni & Shenoy, 2001). Therefore, various parameters of the community can be estimated by Bayesian belief networks (Gallardo, 2022). Stakeholders’ opinions are dynamic because they are influenced by contextual factors and other stakeholders (Steils et al., 2021). The study also intended to simulate the dynamics. There are many variables in stakeholders’ interactions that are influenced over time. Each stakeholder, also called the agent, has an opinion on each variable, so in interactions, stakeholders are influenced by their own opinions and those of others (Cape et al., 2018).Materials and MethodsThe current study aimed to create a structure for the beliefs of tourism stakeholders on the basis of tourists’ wishes and needs. Therefore, Bayesian belief networks, as a kind of causal network based on conditional probability theory, were used in this research. In the next step, the research employed opinion dynamics which is a subset of agent-based methods in the field of simulation. Agent-based methods, though recommended, are less addressed in the field of tourism. The data was collected by administering the questionnaire to 540 stakeholders in Iran during 2019, 2020, and 2021. The population of the stakeholders consisted of five classes including 265 hotels and accommodation centers, 170 tourism companies, 85 bus companies, 15 airlines, and 5 railway companies. The stratified sampling method was used to select the research participants.Results and DiscussionBy generating a joint probability distribution function for the variables governing the beliefs of the Iranian tourism stakeholders, the research integrated the beliefs into a coherent mathematical structure. In practice, this equation represented a kind of causal network structure that can answer different questions with the advantage that it can be retrained to be used to create a more updated distribution function when new data is entered. Relying on the agent-based method of opinion dynamics, the study simulated the future behavior of tourism stakeholders. The simulation showed what behaviors can be useful in attracting tourists, what behaviors are not in line with protecting the environment, and what behaviors can be suitable or unsuitable for attracting female tourists.ConclusionThe research was designed to use the methods separately in order to avoid increasing the complexity of the research process due to the simultaneous use of diverse and powerful tools. Therefore, it is possible for researchers to use each of the methods independently. In addition, the obtained results are useful, diverse, and practical, and suggest the suitability and further use of agent-based methods (e.g., opinion dynamics) in the tourism research
Fatemeh Shekari
Abstract
Tourism can both strengthen and undermine national–ethnic identities on the one hand, but on the other hand it can lead to their gradual disappearance. National–ethnic identities also pose a challenge to the rapid homogenization of cultures caused by globalization. In spite of more than five ...
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Tourism can both strengthen and undermine national–ethnic identities on the one hand, but on the other hand it can lead to their gradual disappearance. National–ethnic identities also pose a challenge to the rapid homogenization of cultures caused by globalization. In spite of more than five decades of research on tourism and national–ethnic identity, there is a research gap given the lack of a comprehensive review of the literature. In this respect, the present study aimed to conduct a quantitative literature review using bibliometric analysis. In order to understand the social and conceptual structure of the research field, the study used VOSviewer_1.6.18 software to carry out performance analysis and science mapping of 383 documents indexed in the Scopus database. The findings indicate that in the last decade, heritage tourism (particularly among diaspora and immigrants), the representation of outbound tourists’ national–ethnic identity, and the representation of destinations’ national–ethnic identity through tourism were among the most popular research topics worthy of further consideration in future studies. Introduction Tourism can leave dual effects on national –ethnic identities. Not only can it strengthen the collective national–ethnic identities, but also as one of the drivers of cultural globalization, it can accelerate the disappearance of such identities. In addition, national–ethnic identity poses an obstacle to the rapid cultural homogenization caused by globalization. In spite of more than five decades of research on tourism and national–ethnic identity, there is a research gap given the lack of a comprehensive and systematic review of the literature. To address this gap, the present study aimed to conduct a quantitative literature review using bibliometric analysis. Materials and MethodsThe statistical population of the study consisted of documents in the field of national–ethnic identity and tourism that were indexed in the Scopus database. A systematic search in the Scopus database on December 23, 2021, resulted in 338 records, including journal articles, book chapters, and conference papers with national identity or ethnic identity and tourism in their title, abstract, or keywords. Performance analysis and science mapping using VOSviewer_1.6.18 software were conducted in order to identify the most influential documents, authors, sources, institutions, and countries, and also to understand the social and conceptual structure of the research field. Results and DiscussionThe results showed that research on national–ethnic identity and tourism has significantly increased since 1976, with the most of articles published in 2021. The most influential documents, in order of their normalized citations, were Packer et al. (2019), Park (2010), Wang et al. (2021), and Zhang et al. (2018). The US, the UK, and Australia had the highest number of documents and citations. The most influential authors, in order of their normalized citations, were morais d.b., smith a., bhandari k., and palmer c. Performance analysis also revealed the most influential sources and institutions. Citation analysis could identify the relationships among the most influential publications, and co-authorship analysis revealed the social structure of the research field based on interactions among authors, institutions, and countries. Moreover, co-word analysis revealed the following three clusters: heritage tourism and national identity, ethnic identity, and immigration and cultural identity, which were categorized according to their themes. ConclusionThe findings showed that the last decade has witnessed an increase in the research on heritage tourism among diaspora and immigrants. Additionally, the representation of outbound tourists’ national–ethnic identity and the representation of destinations’ national–ethnic identity through tourism were among the most popular research topics worthy of further consideration in future studies.
Maryam Shahmoradi; Hadi Bagheri
Abstract
The current study aimed to investigate the role of tourists’ perceived motivations and risks in their attachment to adventure sports tourism destinations. This research follows an applied approach based on descriptive correlation. The statistical population consisted of paraglider pilots who traveled ...
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The current study aimed to investigate the role of tourists’ perceived motivations and risks in their attachment to adventure sports tourism destinations. This research follows an applied approach based on descriptive correlation. The statistical population consisted of paraglider pilots who traveled to the flight sites of Golestan Province in 2021, and a sample of 103 participant was selected through available sampling. The data was collected through three questionnaires and analyzed by structural equation modeling. The findings showed that pleasure, excitement, socialization, and escape are the four motivations that positively and significantly impact attachment to adventure sports tourism destinations. Additionally, perceived risk was found to have a significant negative impact on tourists’ attachment to adventure sports destinations. Based on the findings, practical suggestions were proposed for sports adventure tourism destinations. IntroductionAdventure tourism has become an attractive option for sports tourists die to its features of risk-taking, challenge-seeking, and thrill-seeking, which offer new and unique experiences while immersing in nature. Flight sites, which offer aerial activities like paragliding, intend to create positive impressions among tourists, foster their mental and attitudinal attachment, and encourage favorable behavioral outcomes. Tourists have not only different motives for traveling, but also preconceptions about a destination that can significantly influence their travel intentions. In this respect, the current study aimed to investigate the role of perceived motivations and risks in tourists’ attachment to adventure sports tourism destinations.Materials and methodsThis study was an applied research based on descriptive correlation. The statistical population consisted of paragliding pilots who had used the flying sites of Golestan Province in 2021. A total of 103 pilots completed the mental attachment questionnaire of Duman et al. (2018) and two researcher-developed questionnaires on perceived travel motivations and risks. The data was analyzed through SPSS 23 and Smart PLS software. Results and DiscussionThe findings indicated that pleasure, excitement, companionship, and escape were the four motivations with significantly positive impact on attachment to the adventure sports tourism destination. Despite the high risk in adventure sports, the results showed that positive and negative emotions and pleasure from these activities can improve sports tourists’ perceptions of the services provided. Socializing with other people on flying sites is another factor that influences tourists’ mental attachment. This attachment can stem from a positive mental image created through the interaction between tourists and hosts, an understanding of the local culture, and a feeling of affection towards hosts. Finally, flying sites provide an opportunity for people to get away from everyday worries, enjoy a natural environment away from cities, and find peace, which can leave a positive mental image and develop attachment. On the other hand, the effect of perceived risks on tourists’ attachment was significantly negative. It seems that the fear of potential danger, life accidents, financial and equipment risks, or even the possibility of the unfulfilled promises by the host can have a negative impact on tourists’ mental attachment to the flying sites. Therefore, it is important to reduce negative risks as much as possible while addressing tourists’ motivations.ConclusionThe flying sites that offer adventure activities can invest in the activities by enhancing interactions with tourists, perpetuating recreational conditions, providing more exciting events, reducing negative risks, and enhancing safety indicators. These can increase the resonance of adventure sports tourism destinations and foster greater attachment.
tourism management
Ali Motevali; Ali Mobini Dehkordi; Hossein Sadeghi
Abstract
The need to transition to an economic system that does not exceed environmental constraints requires a great deal of effort to address sustainability issues. In this regard, the circular economy model is expanding at political, commercial, and academic levels. The present study aimed to identify and ...
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The need to transition to an economic system that does not exceed environmental constraints requires a great deal of effort to address sustainability issues. In this regard, the circular economy model is expanding at political, commercial, and academic levels. The present study aimed to identify and analyze the factors influencing the entrepreneurial ecotourism based on circular economy. Having retrieved a total of 152 articles from the Google Scholar database, the study applied various filters and identified the most relevant articles (i.e., 14 items) regarding title, abstract, methodology, and article text. A meta-synthesis approach was used to analyze the articles, which led to the identification of 62 open codes and, at a higher level, seven core codes. The extracted categories were finally categorized under three stages: pre-circulation (empowerment and value creation), circulation (technology and biocentrism), and post-circulation (recycling and continuity).IntroductionDespite being classified as a service sector that produces intangible services, tourism relies on vast amounts and flows of inexhaustible natural resources. However, it largely reflects a linear production model (Manniche et al., 2021), which is based on a linear model of production and consumption, namely extraction/production and consumption/disposal, which depletes natural resources and produces waste. The current linear economy neither optimizes the use of materials nor promotes recycling and reuse of waste. Therefore, policymakers and stakeholders worldwide have increasingly focused on the concept of circular economy (CE). However, much of the CE literature has been developed mainly for the manufacturing sector, with only a limited number of sources devoted to the tourism sector, where massive consumption of energy and water, food waste, congestion problems, and CO2 emissions are prevailing (Rodríguez et al., 2020). Nonetheless, there is a growing focus on CE in order to address sustainability challenges. CE is emerging as a transformational model with economic, environmental, and social benefits (Clube & Tennant, 2020). It is gaining popularity in academia, industry, and policymaking as an alternative model that reduces resource consumption and minimizes greenhouse gas emissions. Business models are essential for implementing this concept at the organizational level (Geissdoerfera et al., 2020). However, there are very few documented initiatives on CE in the tourism industry, and this area has yet to be fully explored. CE is considered a relatively new paradigm that can contribute to a more sustainable tourism industry. In this respect, the tourism industry is worthy of further attention since it plays an essential role in economic transformation due to its multiplier effect on the whole economy and its capacity to encourage cyclical flows among suppliers and customers.Materials and MethodsThe current study is a qualitative research based on the meta-synthesis approach which involves examination of the data and findings extracted from other qualitative studies related to a research topic. It is worth noting that meta-synthesis is not the same as a comprehensive review of the qualitative literature. In meta-synthesis, the secondary and primary data analysis is applied not to the studies themselves but to their findings, so it involves combining interpretations of the primary data from the selected studies. This approach focuses on qualitative studies that do not necessarily cover a broad theoretical basis and, instead of providing a comprehensive summary of the findings, creates an interpretive synthesis of the findings (Zimmer, 2006). The sample of the present study consisted of a number of qualitative studies selected according to their relevance to the research question (Walsh & Down, 2005). Having retrieved a total of 152 articles from the Google Scholar database, the study applied various filters and identified the most relevant articles (i.e., 14 items) regarding title, abstract, methodology, and article text. They were then analyzed through a meta-synthesis approach, leading to the identification of several themes and categories.Results and DiscussionThe extracted categories were categorized under three stages: pre-circulation (empowerment and value creation), circulation (technology and biocentrism), and post-circulation (recycling and continuity).ConclusionThe primary purpose of this study was to identify and analyze previous research in the field of CE and its relationship with the tourism industry. Based on the analysis of the relevant articles, the extraction categories were categorized under three stages: pre-circulation (empowerment and value creation), circulation (technology and biocentrism), and post-circulation (recycling and continuity). The research findings suggest that developing the tourism industry based on CE approach is considered essential for sustainable growth and development of regions. The industry’s evolution towards CE to minimize its environmental footprint is of great importance. Circular tourism emphasizes the reuse of goods and waste recycling, and considers the use of second-hand rental goods and facilities as a valuable measure. In circular tourism, unlike linear tourism, the tour process does not end with the completion of the tour but enters the post-tour stage, which is as important as the tour stage. Compared to previous research, the present study is innovative in both practical and theoretical aspects. It is innovative in terms of research because it is one of the first studies in Iran to address the issue of the entrepreneurial ecosystem in the tourism industry with an emphasis on CE. Secondly, it looked at the conditions and advantages of tourism from an ecosystem perspective. The research findings can be useful for policymakers concerned with improving competitiveness and creating a conducive environment for entrepreneurial businesses. The novelty of this study lies in the contribution it makes by providing the relevant policymakers with a refined and new insight into the topic.
tourism management
Vahid Mirzaei; Hamed Erfaniyan
Abstract
IntroductionThe highly competitive service industry often experiences customer aggression towards frontline employees, causing stress and discomfort for service workers, and leading to decreased motivation and job satisfaction. The theory of conservation of resources suggests that retaining valuable ...
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IntroductionThe highly competitive service industry often experiences customer aggression towards frontline employees, causing stress and discomfort for service workers, and leading to decreased motivation and job satisfaction. The theory of conservation of resources suggests that retaining valuable employees is crucial for service organizations to differentiate themselves from competitors, especially as employee turnover can lead to the loss of brand equity (Wheeler et al., 2006). Ensuring employee satisfaction and mitigating the impact of customer aggression are essential to maintaining service quality in the hospitality industry, where customers have become increasingly discerning and can easily switch between service providers. Active managers in service organizations attempt to reduce emotional exhaustion among employees through effective counseling and coaching. Despite these efforts, customer aggression and negative behavior towards hotel employees continue to persist, leading to job dissatisfaction and high turnover rates. In service organizations like hotels, intense competition and customer aggression have led to a submissive organizational culture that causes stress and anxiety among employees, ultimately resulting in high turnover rates (Abbas et al., 2014). Mashhad, as a tourist-friendly city, has experienced a recent surge in hotel development, increasing the competition among service organizations. While paying attention to the role of frontline employees in providing tourism services and hospitality to customers can effectively attract and retain customers, observations indicate that frontline employees in the hotel industry face aggressiveness and inappropriate behavior from customers. The present study investigates the mediating role of emotional exhaustion, as well as the moderating roles of distributive justice and organizational pride in the context of five-star hotels in Mashhad.Materials and MethodsThe present research employed a field data collection method and the method of descriptive correlation. The statistical population of the research consisted of the staff of five-star hotels in Mashhad in 2021. Cochran’s formula and simple random sampling method were used to select a sample of 110 participants. Six standard questionnaires were used to collect the data. The validity of the questionnaires were approved by the experts, and the reliability was measured and confirmed by Cronbach’s alpha coefficient. To analyze the data, the study employed both descriptive statistics (frequency and percentage) and inferential statistics (skewness-elongation and structural equation method with a partial least squares approach) through Amos software.Results and DiscussionThe results showed a significant relationship between customer aggression and turnover intention. Moreover, the study found that emotional fatigue mediates the relationship between customer aggression and job satisfaction and job satisfaction and turnover intention. The first research hypothesis was confirmed as customer aggression has a positive and significant relationship with emotional fatigue. The findings also supported the second hypothesis by showing the mediating role of emotional fatigue in the relationship between customer aggression and job satisfaction. Concerning the third hypothesis, the results showed that there is a significant inverse relationship between job satisfaction and turnover intention. Testing the fourth hypothesis, the study found that distributive justice moderates the relationship between customer aggression and emotional fatigue. Finally, concerning the fifth hypothesis, the results showed that organizational pride moderates the relationship between job satisfaction and turnover intention.ConclusionThe present study aimed to investigate the mediating role of emotional fatigue and the moderating role of distributive justice and organizational pride in the relationship between customer aggression and turnover intention. The first hypothesis was supported as the findings showed that customer aggression has a positive and significant relationship with emotional fatigue, which is consistent with prior research conducted by Katb et al. (2009), Behzor and Yagil (2005), and Grandey et al. (2007). Hotel employees are exposed to high levels of stress in the workplace. Due to the lack of organizational support and insufficient training, they are unable to deal with the stressful situations related to customer aggression and anger management. Consequently, their emotional fatigue increases, their satisfaction decreases, and their desire to leave the job increases. The second hypothesis showed that emotional fatigue mediates the relationship between customer aggression and job satisfaction, which is consistent with the findings of Han et al. (2016) and Karatepe et al. (2009). According to this hypothesis, customer aggression reduces employee job satisfaction by increasing emotional fatigue. Low job satisfaction due to emotional fatigue caused by customer aggression leads to employee turnover intention. Employees who lack the ability to control themselves and are faced with potentially verbally aggressive customers in the workplace may experience job dissatisfaction. Emotional fatigue can have a destructive effect on job satisfaction of service employees. Concerning the third hypothesis, the findings indicated a significant inverse relationship between job satisfaction and turnover intention. In this case, the results are consistent with the findings of Mortazavi and Rajabipour Meibodi (2011), Samad (2006), Rahim Nia and Hoshiar (2010), Islam et al. (2014), Saleh et al. (2012) and Shahbazi et al. (2008). This finding highlights the problem of turnover of specialized forces and managers, which is a significant issue in today’s organizations and can be the bane of the organizational movement and of the managers who seek to preserve, maintain, and improve the productivity of human resources. If employees are not satisfied with their job, the probability of leaving the organization increases. The types of employee turnover available to them are related to their job and organizational satisfaction. Thus, hotel managers can decrease turnover intention by satisfying their employees.Regarding the fourth hypothesis, the findings showed that distributive justice moderates the relationship between customer aggression and emotional fatigue. The finding suggests that employees’ emotional fatigue increases when they face customer aggression and perceive a lack of organizational justice in terms of fair allocation of rights, rewards, facilities, and work schedules. Moreover, when employees feel that decision-making procedures and methods concerning their conditions are fair and just, their understanding of distributive justice increases, and they will likely behave better towards clients. The results are also supported by Jafari (2015) and Golparvar and Nadi (2008). The results of the fifth hypothesis showed that organizational pride moderates the relationship between job satisfaction and turnover intention. This finding suggests that employees with high job satisfaction and organizational pride are less likely to leave their jobs. Therefore, if employees are proud of their organization, they become more emotionally and psychologically attached to their work environment. More attached to their work, such employees show increased commitment to providing services to customers and decreased desire to leave their work environment.
