Effects Of Customer Incivility Research Articles

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

The effect of customer incivility on employees' work effort and intention to quit: Mediating role of job satisfaction

This study investigates the mediating role of job satisfaction in the effect of customer incivility on work effort (including the dimensions of time commitment and work intensity) and the intention to quit. Data were collected via questionnaire from 275 frontline employees working in four- and five-star hotels in Turkey. The research model was tested via partial least squares. Findings indicated that dimensions of customer incivility as frustration and insulting manner reduce employee job satisfaction. While job satisfaction negatively affects the intention to quit, it positively affects time commitment and work intensity. Moreover, job satisfaction mediates the effect of customer incivility on both the intention to quit and work intensity. However, the mediating role of job satisfaction in the relationships between customer incivility dimensions (frustration and insulting manner) and time commitment is not supported. Based on the findings, theoretical contributions and suggestions for practitioners are presented.

The effects of customer incivility and employee incivility on depersonalization: The mediation effect of forgiveness

This study examined the effect of customer incivility and employee incivility on depersonalization as well as the mediation role of forgiveness in the effects of customer incivility and employee incivility on depersonalization. The study was conducted with 352 employees of five-star hotels in Antalya, Turkey. The results show that customer incivility and employee incivility increase hotel employees’ depersonalization while forgiveness partially mediates the impact of customer incivility and employee incivility on depersonalization. These findings indicate that hotel managers should encourage employees’ tendency to forgive, increase managerial support and training for employees, and learning about different cultures.

Effects of customer incivility on turnover intention in China’s hotel employees: A chain mediating model

This study explores the relationship between customer incivility and hotel employees' turnover intention in China. The mediating effects of emotional exhaustion, job satisfaction and professional identity were also investigated. The proposed research framework was tested using data from 500 hotel employees who responded to an online questionnaire. The results show that customer incivility affects employees' turnover intention by affecting emotional exhaustion, job satisfaction and professional identity. Among the three mediating variables, the mediating effect of emotional fatigue is the most obvious. When hotel employees encounter customer incivility, it improves their emotional exhaustion, which will reduce job satisfaction, weaken professional identity, and finally lead to the enhancement of turnover intention. Based on conservation of resources theory and cognitive-affective personality system theory, this study proposes a conceptual model of experience development and testing, which enhances the understanding of the relationship between customer incivility and employees’ turnover intention and enriches the research on customer incivility.

Does customer incivility undermine employees’ service performance?

Abstract This study extends the growing body of research on customer incivility by examining its impact on employees’ in-role and extra-role service performance in the hospitality industry. Using a sample of 307 employee–supervisor dyads in nine hotels in Zhuhai City, China, this research examined the impact of customer incivility along with negative affectivity and hostile attribution bias on in-role performance and extra-role performance, particularly proactive customer service performance (PCSP). The results demonstrate that, while customer incivility negatively influenced PCSP, it did not impact in-role performance. Furthermore, the effect of customer incivility on PCSP was mediated by negative affectivity. Additionally, hostile attribution bias significantly moderated the relationship between customer incivility and negative affectivity, as well as the indirect relationship between customer incivility and PCSP through negative affectivity.

Effects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style

Effects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style

Evaluating the role of customer incivility and job strain on psychological health

This study aims to analyse the effect of customer incivility on the psychological health of bank employees through the intervening role of job strain. Data was collected from bank employees working in private banks. Confirmatory factor analysis provided a good model fit. The hierarchical regression analysis was used to examine the hypothesised constructs. The results indicated a good fit for the hypothesised model. The result also showed a negative relationship between customer incivility and psychological health through the mediating role of job strain. This study adds value to the ongoing research in the field of psychological health and well-being of service sector employees. The study has major implications for banking authorities and suggests recruiting more employees to complete the task. Adjustment to this issue can make the banks ready for further financial alterations.

Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hospitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, the current research compares the effects of the two most common forms of customer incivility on FLEs' psychological responses and behavioral intentions (study 1). Moreover, this work explores the degree to which supervisor leadership style can mitigate the depleting effects of these two forms of customer incivility on FLEs (study 2). Findings demonstrate that FLEs' responses to customer incivility episodes remain contingent upon supervisor's leadership style and acknowledge that an empowering (vs. laissez-faire) leadership style can better mitigate the depleting effects of both customer incivility forms on FLEs' role stress, rumination, retaliation and withdrawal intentions. The implications of these findings for tourism and hospitality theory and practicing managers are discussed.

고객의 무례함이 직무스트레스와 일탈행동에 미치는 영향

고객의 무례함이 직무스트레스와 일탈행동에 미치는 영향

The impact of customer incivility on employees’ family undermining: a conservation of resources perspective

Applying conservation of resources theory, this study focused on the effect of customer incivility on employees’ family undermining. Specifically, we examined the mediating effect of work-to-family conflicts and the moderating effects of hostile attribution bias. We utilized a three-phase survey to collect data from 264 employees in China. Results indicated that customer incivility exerted a positive impact on work-to-family conflicts, and these led in turn to family undermining. Moreover, the hostile attribution bias of employees exacerbated the impact of customer incivility on work-to-family conflicts and the mediated effect. Both theoretical and managerial implications are discussed in the study.

The impact of customer incivility and verbal aggression on service providers: A systematic review.

Working in direct contact with the public may involve psycho-social hazards for employees who are frequently exposed to rude or verbally aggressive customers. Negative encounters may undermine employees' well-being and job performance, impairing the quality of the service provided with tangible costs for organizations. The paper provides a systematic review of research on customer incivility and verbal aggression in service settings using the following framework 1) antecedents of customer misbehavior as reflected in worker perceptions, customer reasons and environmental factors; 2) maladaptive and adaptive coping strategies used by service providers in response to customer incivility and verbal aggression; 3) effects of customer incivility and verbal aggression on service providers' well-being and work-related outcomes; and 4) practical implications for the management. We present a model of the relationships between these four areas. A systematic review was conducted using PsychINFO and Scopus. Fifty-three papers (20 pertaining to customer incivility and 33 pertaining to customer verbal aggression) were included. Both customer incivility and verbal aggression may impair employees' well-being and job outcomes. Current gaps, practical implications, and directions for future research are discussed.

The effect of customer incivility on emotional exhaustion through negative affectivity

The effect of customer incivility on emotional exhaustion through negative affectivity

고객의 무례한 행동이 서비스 직원의 일과 생활 영역에 미치는 부정적 영향에 관한 연구 : 조직후원인식과 심리적 디스트레스의 조절된 매개효과

본 연구는 고객의 무례함이 서비스 종업원들의 일 영역과 생활 영역에 미치는 부정적 영향력을 고찰하기 위한 목적으로 수행되었다. 고객의 무례함을 경험한 서비스 종업원들은 전위된 보복의 일환으로 일 영역에서 조직과 동료를 대상으로 일탈행동을 하거나 생활 영역에서 주변인들에게 침해행동을 가할 것으로 예상하였다. 구체적으로 첫째, 고객 무례함은 일 영역에서의 일탈행동과 생활 영역에서의 침해행동을 증진시키며, 둘째, 심리적 디스트레스가 고객 무례함과 일탈(침해)행동 간의 관계를 매개하며, 셋째, 조직후원인식이 심리적 디스트레스와 일탈(침해)행동 간의 관계를 조절하며, 마지막으로 조직후원인식이 심리적 디스트레스를 매개로 하는 일탈(침해)행동에 대한 고객 무례함의 간접효과를 조절할 것이라 예상하였다. 168명의 서비스 직무에 종사하는 종업원을 대상으로 한 설문지를 분석한 결과 고객 무례함은 일 영역에서 동료 대상 일탈행동과 생활 영역에서의 침해행동을 증진시켰으며, 이러한 관계는 심리적 디스트레스에 의해 매개됨이 검증되었다. 또한 조직후원인식은 심리적 디스트레스와 생활 영역의 침해행동 간의 관계를 조절하였으며, 조직후원인식이 심리적 디스트레스를 매개로 하는 생활 영역 침해행동에 대한 고객 무례함의 간접효과를 조절함이 검증되었다. 토의 부분에서는 고객 무례함이 서비스 종업원의 일과 생활 영역에 미치는 부정적 영향력과 나아가 조직 차원에서의 대응 방안에 대해 논의하였다.

Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry

ABSTRACTThe present research sought to understand customer and employee incivility in the hospitality industry. The study identified customer actions that are perceived as uncivil by employees and coping strategies used by employees after experiencing uncivil behavior. Finally, service-recovery situations are differentiated from security-related incidents and guidance is offered to hospitality managers regarding the minimization of customer incivility. An empirical survey was distributed to 297 hotel employees. Regression analysis indicated that the effects of customer incivility were an increase in: customer aggression, employee negative emotions, employee-to-customer incivility, employee-to-employee incivility, and employee sensitivity to uncivil acts. The effects of employee-to-employee incivility were increased customer aggression and negative emotions, but decreased sensitivity to uncivil acts. Uncivil behaviors by customers included insulting comments, anger, frustration, verbal attacks, and condescending behavior. The identification of uncivil behaviors and their effects can assist in training staff in identifying and managing such actions and in devising mitigation strategies.

The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion

Purpose– The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees.Design/methodology/approach– Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling.Findings– The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, results in feelings of emotional exhaustion, which are negatively related to their customer orientation. That is, the findings of this study shows that the negative relationship between customer incivility and service employees’ customer orientation was fully and sequentially mediated by service employees’ surface acting and emotional exhaustion.Research limitations/implications– The main limitation is the nature of the cross-sectional data the authors used in the analysis. It gives us reason to be very cautious in reaching conclusions concerning causal relationships among variables, since the authors did not capture longitudinal variation.Practical implications– The research shows that customer incivility has a negative effect on service employees’ customer-oriented behaviors since experiences of customer incivility among emotionally exhausted employees via surface acting generates inadequate and unfair sense-making related to the treatment offered by customers, which increases the tendency of decreasing their effort and loyalty for customers to prevent further loss of emotional resources. Therefore, service organizations should devise appropriate strategies and implement systematic programs for reducing employee exposure to customer incivility, or preventing it altogether.Originality/value– The current study broadens the conceptual work and empirical studies in customer incivility literature by representing a fundamental mechanism of why customer incivility negatively affects service employees’ customer orientation. The primary contribution of the study is to gain a deeper understanding of how customer incivility leads to lower employee customer-oriented behaviors through double mediating effects of surface acting and emotional exhaustion.