Returning good for evil: A study of customer incivility and extra-role customer service

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

“…Third, the findings of this study extend our knowledge about the relationship between work engagement and extra-role customer service behavior by showing that an employee’s social perceptions of their coworkers can have a moderating effect. Previous research has focused on coworker social or emotional support, rather than cognitive evaluations (Chen & Kao, 2014; Guchait et al, 2014; Karatepe, 2012; Xanthopoulou et al, 2009; Xu et al, 2018; Zhu et al, 2019). In addition, findings related to the moderating effects of coworker social support have been inconsistent (Zhu et al, 2019).…”

“…Limited research has examined the influence coworkers may have on an employee’s work engagement and/or work behaviors, including service-related behaviors. Generally, the research that does explore these relationships considers coworkers within the context of some form of support, such as emotional support (Xanthopoulou et al, 2009; Xu et al, 2018), instrumental support (Xu et al, 2018), or a more broadly defined construct of social support (Chen & Kao, 2014; Guchait et al, 2014; Karatepe, 2012; Zhu et al, 2019). Perhaps most directly relevant to the current study are the findings of Guchait et al (2014), who examined the influence of perceived supervisor and coworker support for error management on hospitality employees’ engagement in service recovery performance.…”

“…However, the findings of other studies also suggest that coworkers can play a critical role with respect to influencing workplace outcomes, and that this role is different than that of supervisors. Susskind et al (2003) argued that an employee’s relationship with their supervisor and their coworkers is different due to the hierarchical nature of the supervisor–employee dyad; thus interactions between an employee and their coworkers may be more open, warm, and friendly (Zhu et al, 2019). Employees may obtain useful information from their coworkers, which can help them solve job-related problems and address challenging customers (Karatepe, 2012).…”

Key Drivers of Salesperson Performance: The Role of Sales Antecedents and Moderating Effect of Customer Directed Extra Role Behavior

“…Customer-directed extra role behavior (CDERB) is unrestricted behaviours of an employee in serving the customer that is actually beyond the formal requirement of its role. While dealing with strong customers, providing extra role customer service may help salespeople correct service failure and avert negative word of mouth [8]. It has become a very critical factor in providing flexible services to the customers as per their needs [9].…”

The Influence of Co-Worker Incivility Towards Deviant Behaviour: a Quantitative Study of Casual Dining Restaurants Frontline Employees in the Klang Valley, Malaysia

“…Co-worker incivility causes physical and mental exhaustion and has a downward effect on the performance and team spirit of employees (Geldart & Langlois, 2018). As a result of co-worker incivility, an employee loses its confidence and teamwork on his colleagues and co-workers, eventually the employee resists to share ideas, opinions, experience, and skill with them (Zhu & Lam, 2019). Co-worker incivility also includes negative and hurtful comments, leg-pulling, gossips, weird staring, and its prompts negative emotions among employees (Yuniasanti & Abas, 2019).…”