The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility (original) (raw)
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Proposed antecedents of workplace incivility in the service sector
2014
In the context of service sector, uncivil behaviour toward customers is likely to harm the effectiveness of the service provider. Built upon the stressor-emotion model of counterproductive work behaviour developed by Spector and Fox (2005), we attempt to explain workplace incivility in this context by proposing that role stress (role conflict and role ambiguity) and interactional justice (interpersonal justice and informational justice) may provoke uncivil behaviours through the mediation of negative emotions. In addition, we propose that self-monitoring may play a role in moderating the relationship between negative emotions and workplace incivility.
International journal of academic research in business & social sciences, 2023
Past studies have been conducted on the consequences of customer incivility toward frontline employees, but not much is known about the underlying mechanism, that is, what mediates or moderates frontline employee's response towards customer incivility. It has been challenging to perform a systematic review on this research topic because previous studies did not include the review procedures, hence presenting a substantial challenge for other researchers to interpret or replicate. Therefore, the aim of this study is to conduct a systematic literature review of the extant literature focusing on frontline employee's response due to customer incivility. The review was conducted following five key methodological steps, which are guided by ROSES as the review protocol. The process included formulation of research questions, followed by utilizing the systematic searching strategies (identification, screening, and eligibility) on two main and two supporting databases namely Scopus, Web of Science, Google Scholar, and Dimensions. Next, quality appraisal of the articles was performed and data extraction using thematic analysis approach was conducted on 26 articles that were systematically selected for this review. The analysis generated 44 variables and 15 sub-themes as the underlying mechanisms of the employee's response to customer incivility, which are further grouped into two main themes: 1) personal factors; and (2) situational factors.
Is Customer Incivility a Threat to Employee Wellbeing?
International Journal on Customer Relations, 2023
Service organisations have become the focal points for the rising epidemic of customer incivility. Organisational policies requiring employees to make customers happy, even in situations where customers are indulged in uncivil behaviours, have exerted a negative impact on the employees’ outcomes. The research has reflected that it hinders the growth of frontline employees, which leads to employee turnover. Employee turnover continues to be one of the significant challenges faced by present-day organisations. Customer incivility is regarded as one of the phenomena impacting employees’ intention to stay with the organisation. Applying the conservation of resources theory, the present study develops a research model that examines the relationship between customer incivility, employees’ psychological wellbeing and turnover intentions of the employees. The paper empirically studies employees working in banking sector as they interact with customers on a daily basis. The aim of the paper is to help managers develop effective strategies for employees to deal with uncivil behaviour of customers and reduce employee turnover.
Tourism Management Perspectives, 2019
A logical position emphasized by the service-oriented organizations that 'the customer is always right' and the organizational policies that requires employees to make customer happy, even in situations involving customer uncivil behavior has continued to be one of the antecedents of employees' negative outcomes. Applying the conservation of resources theory (COR), the current study develops and tests a research model that investigates the relationships between customer incivility (CIVT), emotional exhaustion (EEXT), turnover intentions (TINT) and job satisfaction (JSAT). A total of 328 customer-contact employees in 4 and 5 star hotels in Nigeria participated. Using structural equation modeling, the findings demonstrate that CIVT increases EEXT and TINT, but has no direct influence on JSAT. The findings demonstrate that EEXT partially mediates the effect of CIVT on TINT while it fully mediates the effect of CIVT on JSAT. Implications of the findings for the literature and limitation are discussed.
"Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occurs during a specific service encounter (event perspective) alongside the entity perspective. Using a mixed-method multilevel field study of customer service interactions, we show that individual customer incivility encounters (i.e., events) trigger employee incivility as a function of the employee’s overall accumulated impression of the (in)civility in his or her customer interactions, such that the effects are more pronounced among employees who generally perceive their customer interactions to be more versus less civil. We also find that these interactive effects occur only among employees who are lower (vs. higher) in negative affectivity. Our results show that, in order to expand the understanding of customer incivility, it is important to study the incivility encounter, the social context in which negative customer interactions occur, and individual differences."
A theoretical model of antecedents of customer-directed incivility
International Journal of Business Excellence, 2019
The present research aimed at developing a theoretical model for antecedents of customer-directed incivility. The research was conducted in form of three consecutive studies. In study 1, the data were collected by conducting semi-structured interviews with 42 supervisors and employees the Social Security Organisation of Iran, and analysed by thematic analysis method. Then, study 2 began to determine the interrelationship between the identified antecedents and to design a theoretical model through gathering and analysing 20 scholar experts' opinions using DEMATEL method. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job satisfaction, organisational justice, work/non-work interference, emotional exhaustion, employee prejudices/biases, personality traits and interpersonal skills of frontline employees as antecedents could directly or indirectly instigate employee incivility toward customer. In study 3, we conducted a quantitative study to examine the proposed model. Finally, after discussing the results, limitations and practical implications, we recommended empirical studies for future research.
2022
Customer interaction is considered to be the heart of a hospitality employee's daily activities. Customer service expectations have risen to such an extent that they can become upset at the slightest delay of service delivery, such as waiting to check-in, slow Wi-Fi speed, tardy service, etc. Frontline service employees tend to be used as punching bags by dissatisfied customers and become targets of their impolite and incautious behavior. Nevertheless, restaurants are found to struggle in maintaining a productive work environment and reported to have an immense incivility and deviant behaviour, which in long run can create huge productivity loss. The purpose of this study is to investigate the enormous effects of customer incivility on employees who engage in deviant behaviour, using emotional labour as the moderator. Purposive sampling technique was applied and a total of 120 questionnaires were distributed to the frontline employees of casual dining restaurants in the Klang Va...
The Effect of Customers’ Incivility and Work stress on Job Satisfaction through Burnout
2021
The need for public services is currently increasing both in quantity and quality. In public service, employees need high job satisfaction because if they are satisfied with their work, they will be happy to do their duties and obligations to provide good service. Employee job satisfaction is influenced by several factors both from within and from the environment. This study aimed to examine the effect of customers Incivility and work stress on job satisfaction through burnout. This research was conducted on 191 respondents in the office of the Unit of Investment and One-Stop Services in the Kelurahan in DKI Jakarta Province. The survey was conducted by distributing questionnaires to 191 front office officers working in public service offices. The data were analyzed using the SEM (Structural Equation Modeling) analysis technique using Lisrel. The results of the study found that customers Incivility and work stress have a positive and significant effect on burnout. Furthermore, burno...
Lashing Out: Emotional Exhaustion Triggers Retaliatory Incivility in the Workplace
SSRN Electronic Journal, 2021
Incivility in the workplace is a growing problem in many workplaces that can detrimentally affect employees and organisations. Despite this increasing problem, the current literature on incivility lacks an integrated theoretical model to explain engaged and retaliated incivility in the workplace. To address this gap, we tested a model which incorporated both Spiral Theory of Incivility with Conservation of Resource Theory to explain the underlying processes involve in the relationship between engaged and retaliatory workplace incivility. Specifically, retaliatory incivility was hypothesised as an influencing factor, work withdrawal and job dissatisfaction as consequences, and emotional exhaustion as a moderator. A total of 875 employees in multinational organisations across three countries were panel surveyed. The overall result from the Structural Equation Modelling (SEM) indicated that the fit indices for the proposed model fulfilled all recommended levels. Importantly, emotional exhaustion was found to be the trigger point in the negative spiral of workplace incivility. Theoretical implications and practical considerations were discussed.