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Relevant bibliographies by topics / Customer incivility

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Journal articles

Academic literature on the topic 'Customer incivility'

Author: Grafiati

Published: 4 June 2021

Last updated: 7 February 2022

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Journal articles on the topic "Customer incivility"

1

Zhan, Xiaojun, Wenhao Luo, Hanyu Ding, Yanghao Zhu, and Yirong Guo. "Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective." Journal of Service Theory and Practice 31, no. 3 (2021): 296–317. http://dx.doi.org/10.1108/jstp-01-2020-0009.

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PurposePrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.Design/methodology/approachBased on a matched sample consisting of 317 employee-customer dyads in China

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2

Kim, Haemi, and Hailin Qu. "Employees’ burnout and emotional intelligence as mediator and moderator in the negative spiral of incivility." International Journal of Contemporary Hospitality Management 31, no. 3 (2019): 1412–31. http://dx.doi.org/10.1108/ijchm-12-2017-0794.

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Purpose This paper aims to study how the negative spiral of incivility from customers to employees happens by measuring the mediating effect of employees’ burnout. Moreover, it investigates how to mitigate the detrimental influences of customer incivility by assessing the moderating effect of employees’ emotional intelligence. Design/methodology/approach A cross-sectional questionnaire survey using MTurk was conducted, targeting full-service restaurant employees. Descriptive statistic, confirmatory factor analysis, structural equation modeling and hierarchical multiple regression analysis were

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3

Cheng, Bao, Gongxing Guo, Jian Tian, and Ahmed Shaalan. "Customer incivility and service sabotage in the hotel industry." International Journal of Contemporary Hospitality Management 32, no. 5 (2020): 1737–54. http://dx.doi.org/10.1108/ijchm-06-2019-0545.

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Purpose Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach A multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses. Findings Customer incivility

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4

Medler-Liraz, Hana. "Customer incivility, rapport and tipping: the moderating role of agreeableness." Journal of Services Marketing 34, no. 7 (2020): 955–66. http://dx.doi.org/10.1108/jsm-06-2019-0220.

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Purpose Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility. Design/methodology/approach A total of 502 Israeli restaurant servers took part in this

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5

Kim, Haemi, and Hailin Qu. "The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers." Journal of Hospitality & Tourism Research 43, no. 1 (2018): 58–77. http://dx.doi.org/10.1177/1096348018764583.

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This study investigates how customer incivility is related to employee incivility toward both customers and coworkers by assessing the effects of emotional job demands and burnout. The target population of this research is frontline employees working in the full-service restaurant segment in the United States. Convenience sampling was used to select participants for an online survey. The results show that employees’ experienced customer incivility is positively associated with both emotional job demands and burnout. In addition, emotional job demands mediate the association between experienced

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6

Lin, Cheng-Chen, and Fong-Yi Lai. "The mechanism and boundary conditions of the relationship between customer incivility and service quality." Journal of Management & Organization 26, no. 2 (2019): 201–18. http://dx.doi.org/10.1017/jmo.2018.82.

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AbstractThis study addresses the causal linkage between customer incivility and service quality through the lens of self-determination theory, according to which need satisfaction as a potential mechanism mediates this relationship. Additionally, it examines the moderating role of surface acting in the relationship between customer incivility and need satisfaction. Dyadic questionnaires were collected from restaurant employees and their customers in Taiwan. A total of 190 employees and 645 customers participated in this study. Results found that need satisfaction mediates the negative relation

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7

Kiffin-Petersen, Sandra A., and Geoffrey N. Soutar. "Service employees’ personality, customer orientation and customer incivility." International Journal of Quality and Service Sciences 12, no. 3 (2020): 281–96. http://dx.doi.org/10.1108/ijqss-12-2018-0104.

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Purpose The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility. Design/methodology/approach Service workers from a variety of industries were recruited from an online panel service and asked to complete a self-report on-line questionnaire (n = 253). PLS structural equation modeling was used to test the research hypotheses. Findings Service employees who are high in agreeableness and core self-evaluations are more customer-oriented and, as a result, re

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8

Hur, Won-Moo, Tae Won Moon, and Su-Jin Han. "The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion." Journal of Service Theory and Practice 25, no. 4 (2015): 394–413. http://dx.doi.org/10.1108/jstp-02-2014-0034.

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Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, result

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9

Nawaz, Asif, Beenish Tariq, Sarfraz Ahmed Dakhan, Antonio Ariza-Montes, Niaz Ahmed Bhutto, and Heesup Han. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers." Sustainability 12, no. 20 (2020): 8427. http://dx.doi.org/10.3390/su12208427.

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This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout

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10

Wang, Chih-Hung, and Hsi-Tien Chen. "Relationships among workplace incivility, work engagement and job performance." Journal of Hospitality and Tourism Insights 3, no. 4 (2020): 415–29. http://dx.doi.org/10.1108/jhti-09-2019-0105.

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PurposeThis empirical study explored how coworker incivility and customer incivility affect the work engagement and job performance of frontline employees.Design/methodology/approachTo investigate the incivility and characteristics of hospitality industry workplaces, this study recruited frontline employees from tourist hotels as study participants. Because complete contact information could not be obtained for this population, convenience sampling was employed. A structured questionnaire was used for data collection.FindingsCoworker incivility and customer incivility reduced work engagement a

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