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Purpose Drawing from self-regulation theories, this study aims to present a model linking customer mistreatment to hotel employees’ displaced workplace deviance via self-regulatory depletion, with disposition-based mindfulness as a first‐stage moderator. Design/methodology/approach The authors conducted a multisource, multiwave investigation with 245 focal–coworker dyads at 14 full-service hotels in southern China. Descriptive statistics, confirmatory factor analysis and regression analysis were performed. Findings The results demonstrated the mediating role of self-regulatory depletion in provoking hotel employees’ displaced deviant reactions to customer mistreatment. Additionally, employees with high trait mindfulness are less vulnerable to self-regulatory depletion and, thus, less likely to exhibit displaced workplace deviance. Practical implications This study enables hospitality administrators to understand that organizations and their employees, whether directly mistreated by customers, are potential victims of such negative events. Hospitality organizations should enhance mindfulness-based interventions and provide more humane care for employees to maintain their self-regulatory abilities, thereby reducing displaced workplace deviance. Originality/value First, in contrast to studies focusing primarily on internal factors that trigger employees’ deviant responses, the research suggests that mistreatment by external customers is a potentially meaningful yet largely unexamined antecedent of workplace deviance. Second, this study moves beyond “self-gain” explanations, suggesting that employees display deviance not because of a malicious intent to harm the organization or its members but because they are incapable of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships.

Based on the case of Gaoshanliushui in China, our research empirically examines the mediating effect of tourists’ flow experience on the relationship between perceived placeness and satisfaction as well as their perceived authenticity from the perspective of existential authenticity in the ethnic tourism context. Moreover, we present a moderated mediation model and postulate the role that tourists’ cultural intelligence plays in improving satisfaction and perceived authenticity. We review the way it links perceived placeness to outcomes through the flow experience. The theoretical model and hypotheses were empirically tested using 509 questionnaires collected in July 2019. The theoretical and managerial implications are discussed.