Exploring toxic personalities in resorts: a managerial perspective

Abstract

This paper investigates how managers deal with toxic personalities in resort environments. The hospitality literature has addressed deviant behavior, however, this is usually from the employee perspective and the focus is on those overt behaviors, which can be addressed by human resources policies, or the law. The findings revealed that toxicity is a well-recognized and pervasive type of deviant behavior. Managers, however, did not address the challenges of toxic personalities directly. Our findings offer a contribution to the literature by shedding light on a key type of hospitality worker whose impacts must be better understood and addressed.