Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

被引:107
作者
Boukis, Achilleas [1 ]
Christos, Koritos [2 ]
Daunt, Kate L. [3 ]
Papastathopoulos, Avraam [4 ]
机构
[1] Univ Sussex, Sch Business, Jubilee Bldg JUB 214, Brighton, E Sussex, England
[2] Amer Coll Greece, ALBA Grad Business Sch, 6-8 Xenias St, Athens 11528, Greece
[3] Cardiff Univ, Cardiff Business Sch, Aberconway Bldg,Colum Dr, Cardiff CF10 3EU, S Glam, Wales
[4] Abu Dhabi Univ, Coll Business, POB 59911, Abu Dhabi, U Arab Emirates
关键词
Frontline employees; Customer incivility; Supervisor; Leadership style; Hospitality; WORK-FAMILY CONFLICT; SERVICE-PROFIT CHAIN; LAISSEZ-FAIRE LEADERSHIP; DEMANDS-RESOURCES MODEL; EMOTIONAL EXHAUSTION; JOB DEMANDS; WORKPLACE INCIVILITY; PERCEIVED SUPERVISOR; TRANSFORMATIONAL LEADERSHIP; PSYCHOLOGICAL EMPOWERMENT;
D O I
10.1016/j.tourman.2019.103997
中图分类号
X [环境科学、安全科学];
学科分类号
08 ; 0830 ;
摘要
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.
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页数:14
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