Abstract
Workplace incivility is a widespread phenomenon in society and a factor that can lead to significant negative consequences among employees in a hotel"s restaurant, customers, and the hotel enterprise as a whole. This study aimed to investigate the effects of experiencing incivility on emotional exhaustion, perpetrated incivility, service sabotage, and work-family conflict among the employees of a restaurant in a deluxe hotel. A total of 300 data samples from employees working at the restaurant were collected, of which 248 were used for analysis. The results of the regression analysis indicated that the incivility of both the supervisors and customers had significant positive effects on emotional exhaustion. However, the results indicated that the incivility of the supervisors had a greater negative effect on employees. It was also found that emotional exhaustion had a significant impact on perpetrated incivility, service sabotage, and work-family conflict. Therefore, hotel enterprises must devise an effective counterplan to protect employees from workplace incivility and minimize their emotional exhaustion. Implications, limitations, and future research directions were also discussed.
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