Outcomes of customer verbal aggression among hotel employees

Abstract

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above‐mentioned job outcomes.Design/methodology/approach – Data were gathered from a sample of frontline hotel employees in Northern Cyprus via self‐administered questionnaires. A total number of 204 questionnaires were obtained.Findings – As hypothesized, emotional dissonance and emotional exhaustion were found to be significant outcomes of customer verbal aggression. The results demonstrated that emotional dissonance amplified exhaustion. The results further revealed that customer verbal aggression and emotional dissonance intensified turnover intentions. As expected, emotional exhaust...