Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life

Baker, Melissa A.; Kim, Kawon

doi:10.1016/j.ijhm.2020.102503

Cited by 100 publications

(104 citation statements)

References 53 publications

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“…However, the perceived co-worker support was found to have no significant role that influenced turnover intention in this study. Additionally, the results from the present study provided considerable insights regarding the importance of the perceived supervisor support to reduce the turnover intention, which is in line with the existing research that explains that the supervisor support is an important factor regarding the employees' job satisfaction [58], health, well-being at work [91], and quality of life [92]. The employees' perceived supervisor support can determine whether their work effort is considered and cared about [58].…”

Section: Theoretical Implicationsupporting

confidence: 86%

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Chung

Quan

Koo

et al. 2021

IJERPH

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The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.

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Section: Theoretical Implicationsupporting

confidence: 86%

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Chung

Quan

Koo

et al. 2021

IJERPH

View full text Add to dashboard Cite

show abstract

“…From the research, we can see that customer incivility has an obvious impact on employees' turnover intention. Customer incivility has a signi cant impact on employees' psychological well-being and work quality-of-life (Baker & Kim, 2020).…”

Section: Discussionmentioning

confidence: 99%

“…Customer incivility can affect several aspects of the hotel employees (behavior, thoughts, emotions, etc. ), such as hotel employee's mental health and quality of life (Baker & Kim, 2020). In addition to work, it also has a negative impact that cannot be ignored in non-work areas (Kim M & Kim B, 2017).…”

Section: Hypothesismentioning

confidence: 99%

“…Customer incivility is de ned as treating employees in an uncivilized way, such as rudeness, disrespect or insult (Van Jaarsveld et al, 2010). Customer incivility is on the increase (Kim & Baker, 2019), such as customers verbally reprimanded employees, bossed employees around, and rudely blamed employees for their service (Baker & Kim, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…In fact, customer incivility is accompanied by other adverse consequences after affecting the emotional exhaustion of employees. Customer incivility will deepen employees' work stress (Baker & Kim, 2020), which is considered as a major source of work stress. It will also aggravate psychological loss, which will affect work behavior, such as performance, job satisfaction and commitment (Nasr et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Customer incivility and employees’ turnover intention in China’s hotel: a chain Mediating model

Pu¹,

Ji²,

Sang³

2021

Preprint

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This study explores the relationship between customer incivility and hotel employees’ turnover intention in China. The mediating effects of emotional exhaustion, job satisfaction and professional identity were also investigated. The proposed research framework was tested using data from 500 hotel employees who responded to an online questionnaire. The results show that customer incivility affects employees’ turnover intention by affecting emotional exhaustion, job satisfaction and professional identity. Among the three mediating variables, the mediating effect of emotional fatigue is the most obvious. When hotel employees encounter customer incivility, it improves their emotional exhaustion, which will reduce job satisfaction, weaken professional identity, and finally lead to the enhancement of turnover intention. This study proposes a conceptual model of experience development and testing, which enhances the understanding of the relationship between customer incivility and employees’ turnover intention and enriches the research on customer incivility.

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Impact of self‐brand connection on willingness to pay premium: Relevant mediators and moderators

Sarkar

Sreejesh

Sarkar

et al. 2021

Psychology and Marketing

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The purpose of this study is to investigate how self-brand connection in an interactive multi-actor single-brand retail context can lead to consumers' willingness to pay premium through the sequential mediation of brand attitudes (intransigent and flexible) and brand love. Study 1 shows that self-brand connection strengthens (weakens) consumers' intransigent (flexible) brand attitude, thereby increasing their brand love and willingness to pay price premium. Furthermore, consumers' high level of cynicism attenuates brand love and willingness to pay premium for consumers' displaying flexible brand attitudes. Study 2 shows that favorable other customer perceptions can mitigate the detrimental impact of high consumer cynicism on consumers' brand responses. In Study 3, we found that other customers' favorable behaviors (over similarity and/or appearance) can best mitigate the negative effects of consumer cynicism on brand love and willingness to pay premium. The research contributes by showing how varying degrees of consumers' self-brand connection can develop willingness to pay premium through developing either intransigent (constructive route) or flexible (mitigating route) brand attitudes and brand love. For consumers harboring flexible brand attitudes accompanied with high cynicism, other customer perception serves as a conditioning tool, that alleviates their cynicism, and garners higher brand love as well as willingness to pay premium, and behavior dimension of other customer perception dominates in this quest.

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Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life

Cited by 100 publications

References 53 publications

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

Customer incivility and employees’ turnover intention in China’s hotel: a chain Mediating model

Impact of self‐brand connection on willingness to pay premium: Relevant mediators and moderators

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