الفهرس 
IntroductionOnly 14 pages are availabe for public view
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Abstract
In order to get a satisfied guest we have to concentrate on employees’ satisfaction
because they are the key persons who deliver service quality for them and rationally,
how we could get satisfied guests if employees are not satisfied. Hence the study shed
light on guests’ misbehaviors on frontline employees in hotel operations in Egypt
specially five-star hotels in main Egyptian destinations. However, front office itself
was chosen from all hotel departments to many reasons; the first reason was the
importance of that department among other departments. It is the nerve center of a
hotel. It acts as the public face of the hotel.
Also, the shortage towards studying guests’ aggression influence on employees’
emotions and their psychological attributes by empirical study was supported as an
vital attribute in expressing the employees outcomes, especially in front office
department. Therefore, the objective of this study is to investigate the impact of guest
misbehavior on front office employees’ outcomes in five-star hotels affiliated to
chains in Egypt and to scrutinize the moderating role of distribution justice and
emotional organizational pride on front office employees’ outcomes. Findings of the
study revealed that guests’ misbehavior affect significantly employees’ emotional
dissonance and emotional exhaustion. Further, both of them influence employees’
outcomes significantly by using structured equation modelling and path analysis.