Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel

Yang, Fu; Lu, Mengqian; Huang, Xiaoyu

doi:10.1016/j.ijhm.2020.102665

Cited by 48 publications

(49 citation statements)

References 68 publications

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“…Stress is an unpleasant emotional experience associated with affective states, and is caused by specific events ( Parker and DeCotiis, 1983 ). Given the nature of hospitality work, employees have to face intensive social interactions that may lead to stressful events and those events are the main antecedents of job stress ( Park et al., 2020 ; Yang et al., 2020 ). COVID-19 has reduced the frequency of travels and affected hotel business performance.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The impact of the COVID-19 pandemic on job satisfaction: A mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan

Cheng

Kao

2022

Heliyon

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The impact of the COVID-19 pandemic on job satisfaction: A mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan

Cheng

Kao

2022

Heliyon

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“… Questionnaire survey, structural equation modelling (SEM), confirmatory factor analysis (CFA) [ 113 ] (2020) older adults and sources of wellbeing Through social interaction and leisure activities, casual restaurant environments (unassuming third places) become possible wellbeing places, including local coffee shops and fast food restaurants; health and well-being can be supported through stimulation, support, protection, and care mechanisms. Thematic analysis of interviews, qualitative interviews, and ethnographic fieldwork with quantitative survey data, multilevel linear regression model, Nvivo [ 114 ] (2020) customer mistreatment and employee well-being Customers will vent to the restaurant staff of their unsatisfactory daily life, which will affect their well-being. Poor well-being is caused by stressors in the workplace through a lack of psychological detachment from work at home.…”

Section: Table A1mentioning

confidence: 99%

Gastronomy Tourism and Well-Being: Evidence from Taiwan and Catalonia Michelin-Starred Restaurants

Lin

Mariné-Roig

Molina

2022

IJERPH

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In the tourism and hospitality industry, ensuring the well-being of visitors is essential to achieving a competitive tourist destination. This objective is even more pressing in the gastronomy sector. Surprisingly, the scientific literature on this topic is scarce and relies on questionnaire surveys and interviews as a data source. After scrutinizing the 13 articles on gastronomy tourism and well-being indexed in the Web of Science or in Scopus, this study proposes two new lines of research interrelated by the concept of gastronomic image. These exploit the content shared online by consumers in order to assess subjective well-being derived from quality gastronomic experiences. The first is a framework for the customer-perceived image based on Grönroos’s service quality model, and the second is a conceptual model based on Morris’s semiotics to measure gastronomic image. Through mixed methodologies, i.e., qualitative in the first research line and quantitative in the second, the study applies the theoretical framework to Michelin-starred restaurants in two tourist regions with similar features but with different gastronomic cultures—Taiwan (Asia) and Catalonia (Europe)—using as a data source all the online travel reviews (OTRs) written in English about these restaurants shared on the TripAdvisor portal. Comparing the three categories of restaurants in both regions, the results show branding and marketing problems and significant differences in the popularity of restaurants and the satisfaction and well-being of diners. There is a positive relationship between the category of restaurants according to the number of Michelin stars and their popularity according to the number of OTRs, as well as with the satisfaction and well-being of diners, except for a 3-star restaurant that is the worst-rated. These outcomes from the demand side can be useful to stakeholders to design or improve gastronomic products and services.

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“…Previous studies have shown that customer mistreatment can cause employees enormous psychological, physical and behavioral harm. For example, research commonly associated customer mistreatment with negative health symptoms, such as escalated negative emotions (Chi et al , 2018; Li et al , 2021), increased cognitive rumination (Baranik et al , 2016; Wang et al , 2013) and high levels of emotional exhaustion (Cho et al , 2016; Yang et al , 2020). Evidence has also verified a positive relationship between such interpersonal mistreatment and customer-directed deviance (Baranik et al , 2016; Cheng et al , 2020; Ho and Gupta, 2014; Skarlicki et al , 2008; Wang et al , 2011), workplace deviance (Chi et al , 2018; Kim and Qu, 2018; Wang and Wang, 2017) and family undermining (Barber et al , 2017; Chi et al , 2018; Zhu et al , 2021), as well as a negative relationship with citizenship behavior toward customers (Shao and Skarlicki, 2014), service performance (Park and Kim, 2020) and customer-focused voice (Huang and Kwok, 2021).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

A self-regulatory perspective on the link between customer mistreatment and employees’ displaced workplace deviance: the buffering role of mindfulness

Fan

Xing

Ren

et al. 2022

IJCHM

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Purpose Drawing from self-regulation theories, this study aims to present a model linking customer mistreatment to hotel employees’ displaced workplace deviance via self-regulatory depletion, with disposition-based mindfulness as a first‐stage moderator. Design/methodology/approach The authors conducted a multisource, multiwave investigation with 245 focal–coworker dyads at 14 full-service hotels in southern China. Descriptive statistics, confirmatory factor analysis and regression analysis were performed. Findings The results demonstrated the mediating role of self-regulatory depletion in provoking hotel employees’ displaced deviant reactions to customer mistreatment. Additionally, employees with high trait mindfulness are less vulnerable to self-regulatory depletion and, thus, less likely to exhibit displaced workplace deviance. Practical implications This study enables hospitality administrators to understand that organizations and their employees, whether directly mistreated by customers, are potential victims of such negative events. Hospitality organizations should enhance mindfulness-based interventions and provide more humane care for employees to maintain their self-regulatory abilities, thereby reducing displaced workplace deviance. Originality/value First, in contrast to studies focusing primarily on internal factors that trigger employees’ deviant responses, the research suggests that mistreatment by external customers is a potentially meaningful yet largely unexamined antecedent of workplace deviance. Second, this study moves beyond “self-gain” explanations, suggesting that employees display deviance not because of a malicious intent to harm the organization or its members but because they are incapable of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships.

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Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel

Cited by 48 publications

References 68 publications

The impact of the COVID-19 pandemic on job satisfaction: A mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan

The impact of the COVID-19 pandemic on job satisfaction: A mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan

Gastronomy Tourism and Well-Being: Evidence from Taiwan and Catalonia Michelin-Starred Restaurants

A self-regulatory perspective on the link between customer mistreatment and employees’ displaced workplace deviance: the buffering role of mindfulness

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