Effects of customer incivility on frontline employees .pdf (918.16 kB)
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style
journal contribution
posted on 2023-06-09, 19:02 authored by Achilleas Boukis, Christos Koritos, Kate L Daunt, Avraam PapastathopoulosCustomer 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.
History
Publication status
- Published
File Version
- Accepted version
Journal
Tourism ManagementISSN
0261-5177Publisher
ElsevierExternal DOI
Volume
77Page range
1-14Department affiliated with
- Strategy and Marketing Publications
Full text available
- Yes
Peer reviewed?
- Yes
Legacy Posted Date
2019-09-17First Open Access (FOA) Date
2021-09-25First Compliant Deposit (FCD) Date
2019-09-17Usage metrics
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