Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style
By Achilleas Boukis, Christos Koritos, Kate L. Daunt, Avraam Papastathopoulos. Tourism Management, 2020
190 citations recorded by the source corpus.
Abstract 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.
Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/5031c1993ec0f71b9f6f9d3e4c1927f8fd37d994
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In Organizational Behavior and Human Resource Management
In Social Psychology
In Sociology and Political Science
Citations in the corpus
- Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support (2020, background): “Likewise, it is vital to train employees to manage their emotions and, instead of personally absorbing the work stress, repurpose this energy more constructively (Boukis et al., 2020) giving support for service performance.”