Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

By Meehee Cho, Mark Bonn, S. Han, Kyung-Hee Lee. 2016

240 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/7db963f4482d03a9282a76fcfaf93729117ac71c

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Narcissistic leadership and behavioral cynicism in the hotel industry: the role of employee silence and negative workplace gossiping (2020, background): “On the other hand, when supervisors are rude, unprofessional or condescending or show no interest in the opinions of employees, this leads to emotional exhaustion among frontline restaurant staff and a decline in service performance (Cho et al., 2016).”
Self-efficacy to spur job performance (2018, background): “employees’ resource reservoirs, generating negative outcomes such as emotional exhaustion (Cho et al., 2016), job burnout (Rahim and Cosby, 2016), dissatisfaction with work (Lim et al.”
Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion (2019, background): “The findings corroborate previous studies that CIVT is a global phenomenon (Schilpzand, Pater, & Erez, 2016), the strongest factor (Cho et al., 2016), the main determinant (Leiter & Maslach, 2009), and the most powerful factor (Adams & Webster, 2013) that significantly influence EEXT.”
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “Pertinent works uncover the detrimental effects of customer incivility towards FLEs’ morale and subjective wellbeing including, emotional exhaustion (Hu, Hu, & King, 2017), increased turnover intentions (Han, Bonn, & Cho, 2016), as well as reduced service performance (Cho et al., 2016).”