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Stevens, Rachael, Stevens, Martin, Ashton, Mark, Gebbels, Maria ORCID: https://orcid.org/0000-0001-9623-2655 and Pantelidis, Ioannis (2025) Tough guests, smart moves: helping employees navigate challenging hospitality encounters. International Hospitality Review (IHR). pp. 1-9. ISSN 2516-8142 (Online) (doi:10.1108/IHR-08-2025-0078)