Dual perspective on the role of xenophobia in service sabotage
通过两项研究（194名旅游员工调查和297名游客实验），发现员工仇外心理中介社区依恋与服务破坏的关系，且游客对服务破坏的报复欲望受文化差异和歧视归因影响，但归因于仇外心理不会增加报复欲望。
This paper contributes to the literature by examining xenophobia among tourism employees and its relationship with service sabotage, which was not previously explored. Two studies are conducted. A survey study is conducted with 194 frontline employees working in tourism, and 297 tourists participated in an experimental study. Based on the findings, xenophobia mediates the relationship between employee community attachment and service sabotage, with employees' moral identity and emotional regulation influencing this relationship. Furthermore, tourists' desire for revenge when experiencing service sabotage is both directly and indirectly affected by the attributions of cultural differences and discrimination. Notably, if tourists attribute the sabotage to xenophobia, this will not increase the desire for revenge. This research advances the understanding of the complex dynamics among employee xenophobia, service sabotage, and customer revenge in tourism.