Are frontline employees punching bags? The relationship between interpersonal workplace incivility and employee incivility toward customers

Chen, Hsi-Tien; Wang, Chih‐Hung; Shih, I-Tung

doi:10.1016/j.jhtm.2021.04.003

Cited by 25 publications

(18 citation statements)

References 58 publications

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“…As CI is one of the work affective events that cause emotional drain of employees, employees may make use of coping methods to handle the stress experienced. Surface acting (SA) is one type of coping method, in which employees disengage themselves to cope with the emotional strain from CI (Chen, Wang, & Shih, 2021; Tillman, Gonzalez, Whitman, Crawford, & Hood, 2018) and also to avoid further problems from the uncivilized customers (Hunter & Penney, 2014). Besides employees are actively using SA as an individual coping strategy to deal with CI, organizations also require employees to suppress their emotions or perform SA while interacting with customers (Ben-Zur & Yagil, 2005), believing that it can prompt better service and customer satisfaction (Kim & Yoon, 2012), even when customers behave in an uncivil manner.…”

Section: Introductionmentioning

confidence: 99%

Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting

Kuok¹,

Chan²,

Kou³

et al. 2022

TLO

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Purpose Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional exhaustion (EE), organizational commitment (OC) and work–family conflict (WFC). Design/methodology/approach Data from 203 respondents who successfully completed the questionnaire is used for the analysis. Structural equation modelling and bootstrapping were performed to investigate the relationship among variables. Findings The study found that both CI and SA are positively related to EE. EE is negatively related to OC and positively related to WFC. EE was engaged as a mediator between CI and OC, and between CI and WFC. EE also served as a mediator between SA and OC, and between SA and WFC. Originality/value The findings advanced our knowledge of the impact of CI and SA on EE, OC and WFC. Based on the findings, theoretical and practical implications are discussed.

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Section: Introductionmentioning

confidence: 99%

Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting

Kuok¹,

Chan²,

Kou³

et al. 2022

TLO

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“…It is unsure whether the effect of coworker service sabotage would remain the same if other forms of coworker behaviors were also included. For instance, as coworker incivility and workplace ostracism are prevalent in hospitality organizations (Chen et al , 2021; Zhu et al , 2017), future research might take these two types of coworker behaviors into account and control their effects when examining the impact of coworker service sabotage.…”

Section: Discussionmentioning

confidence: 99%

The black sheep in hospitality organizations: how and when coworker service sabotage hinders employee service creativity

Lyu

Hong

Huang

et al. 2023

IJCHM

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Purpose The purpose of this paper is to propose a research model in which coworker service sabotage influences hospitality employees’ service creativity via work engagement. It also aims to test the moderating effect of sensitivity to the interpersonal mistreatment of others (SIMO). Design/methodology/approach A time-lagged questionnaire study was performed in hotels in China. The hypotheses were tested via hierarchical multiple regression. Findings Coworker service sabotage is indirectly associated with hospitality employees’ service creativity via work engagement. The trait of SIMO buffers the harmful effect of coworker service sabotage. Research limitations/implications Although our research design helps mitigate common method bias, it could still exist. Other coworker behaviors that might influence employees were not included in this research. The findings may also be biased due to the restricted sample from China. Practical implications Hospitality organizations should take measures to curb service sabotage. Organizations could also provide supportive resources to suppress the negative impacts of coworker service sabotage. Moreover, organizations should motivate those low in SIMO to care more about customers. Originality/value The research takes the lead in investigating the outcomes of service sabotage from a third-party perspective. Work engagement is identified as the mechanism for transmitting the impact of coworker service sabotage to employees. Moreover, a new moderator that attenuates the negative effects of coworker service sabotage is found.

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“…Despite its low intensity, according to Andersson and Pearson (1999), incivility can spiral into progressively extreme violent behaviors. While much attention has been focused on elevated types of workplace mistreatment, organizational scholars have begun to gather evidence for the unique and harmful effects of workplace incivility (Alola, Avcı, & Öztüren, 2021;Chen, Wang, & Shih, 2021;Guo, Qiu, & Gan, 2020;He, Walker, Payne, & Miner, 2021;Itzkovich, Dolev, & Shnapper-Cohen, 2020;Liu, Xiao, He, Wang, & Li, 2020;Mehmood et al, 2021;Namin, Øgaard, & Røislien, 2021;Samad, Memon, & Kumar, 2020;Sharma & Mishra, 2021;Vasconcelos, 2020). The fact that incivility can "spiral" towards more severe and aggressive actions (Andersson & Pearson, 1999) highlights the need to further understand this concept (Zhou, Meier, & Spector, 2019).…”

Section: Introductionmentioning

confidence: 99%

Spillover of Workplace Incivility on Family Satisfaction of Nurses: Role of Work-to-Family Conflict and Family Support

Razzaq

2023

AHSS

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This study aims to examine the association between workplace incivility and family satisfaction through the mediating variable of work-family conflict. Family support is used as the moderating variable in the association between workplace incivility and work-family conflict. Data were collected from 420 staff nurses working in the public sector hospitals of Punjab, Pakistan. PLS-SEM was used to test the proposed relationships. Employees who have experienced workplace incivility reported lower levels of family satisfaction through the mediating variable work-to family conflict. Family support moderates the relationship between workplace incivility and work-family conflict in such a way that with the increase in family support, the positive association is weakened. This study contributes to the current knowledge and literature with a more comprehensive picture of the work stressors that lead to non-work negative outcomes in the family domain of employees.

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Are frontline employees punching bags? The relationship between interpersonal workplace incivility and employee incivility toward customers

Cited by 25 publications

References 58 publications

Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting

Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting

The black sheep in hospitality organizations: how and when coworker service sabotage hinders employee service creativity

Spillover of Workplace Incivility on Family Satisfaction of Nurses: Role of Work-to-Family Conflict and Family Support

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