Does customer incivility undermine employees’ service performance?

By Bao Cheng, Yun Dong, Xing Zhou, Gongxing Guo, Yan Peng. 2020

126 citations recorded by the source corpus.

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.

Subfields: Artificial Intelligence, Demography, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/ea3e653d4f8bbf08acaad13a03496da004e3fe6a