Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life

By Melissa A. Baker, Kawon Kim. 2020

136 citations recorded by the source corpus.

Abstract This research examines the effects of customer incivility and manager procedural and emotional support on employee psychological well-being (PWB) and work quality-of-life (WQOL). Study 1 uses the qualitative critical incident technique to content analyze employee perceptions, finding that incivility affects employee PWB and WQOL. Based on the results of Study 1, a conceptual model examines a 2 (procedural support: high vs. low) × 2 (emotional support: high vs. low) between-subjects experimental design in both a hospitality and general service context. Results from Study 2 and 3 find that managerial procedural and emotional support significantly affect employee’s PWB and WQOL. There is also a significant interaction effect of emotional and procedural support on PWB and WQOL. The research builds upon the incivility, managerial support, psychological well-being, and quality-of-life research as well as provides important managerial implications for actions service firms can take to minimize the negative effects.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/51fc58855353f7b18681a4c2824f6f79db57e9c3