Unleashing the missing link between neuroticism and compliance behavior among quick service restaurant employees

Abstract

Neuroticism is undoubtedly the most widely recognized aspect of personality resulting in negative consequences. Therefore, drawing upon trait theory and resilience theory, two studies were conducted among frontline employees of quick service restaurants. In Study 1 (N = 558), the mediation hypothesis was tested among quick service restaurant (QSR) employees of metro and mini metros cities of India (Tier I cities). Study 2 (N = 533) replicated and extended Study 1 by examining moderated mediation model using an additional sample from the non-metro cities (Tier II cities). Across both studies, it was found that neuroticism and dysfunctional impulsivity negatively predicted COVID-19 compliance behavior. Study 2 found that psychological resilience reduced the positive effect of neuroticism on dysfunctional impulsivity and the negative effect of neuroticism and COVID-19 compliance behavior. From past studies, it appears that no account is taken to explore the potential role of neuroticism leading to compliance behavior via dysfunctional impulsivity, especially in the hospitality context.