Purpose: The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as well as help alleviate FSEs’ perceptions of verbal dysfunctional customer behavior. Design/methodology/approach: The conceptual model is empirically examined through a survey of 306 FSEs of a large insurance company in South Korea and tested via structural equation modeling. Findings: The results indicate that FSEs’ perceptions of CSR are negatively related to their perceptions of verbal dysfunctional customer conduct, which in turn is shown to be directly linked to emotional exhaustion. FSEs’ CSR perceptions strengthen their view that they are performing meaningful work (i.e. perceived task significance), which in turn strengthens their job satisfaction. Practical implications: CSR has a preventive effect on workplace stress reduction, as FSE perceptions of CSR may help them cope with the emotional fatigue of dealing with dysfunctional customer behavior. CSR also provides a needs fulfillment effect, as FSEs’ perceptions of CSR foster perceived task significance and helps reduce their emotional exhaustion from work. Originality/value: This is the first study to examine the potential impact of CSR within the context of FSEs’ boundary spanning emotional labor.

Crowding at destinations is becoming an important issue in sustainable tourism. This study examines the relationship between tourist perceptions of crowding, environmentally responsible behavior (ERB), and intention to recommend a destination, from a helping behavior perspective. It proposes two discrete emotions, in particular anger and sympathy, to understand how tourist perceptions of crowding affect their helping behavior. We collected data through an online survey of tourists who had visited Jeju Island, which has emerged as Korea’s tourism hub. We performed structural equation modeling (SEM) and regression analysis to empirically test the research model. The results reveal that while tourist perceptions of spatial crowding positively impact both anger and sympathy, human crowding perceptions do not link to them. Further, we investigated the incompatible roles of anger and sympathy in tourist ERB and intention to recommend. Whereas anger weakens tourist ERB and intention to recommend, sympathy may strengthen them. This study also examined whether destination social responsibility (DSR) moderates the impact of crowding perceptions on the aforementioned emotions. In addition to encouraging relevant studies, we emphasize the importance of DSR, given the need for destination management organizations and tourism managers to understand tourists’ emotional responses and helping behavior at crowded destinations.