Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

Boukis, Achilleas, Christos, Koritos, Daunt, Kate L. ORCID: https://orcid.org/0000-0002-6741-4924 and Papastathopoulos, Avvraam 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77 , 103997. 10.1016/j.tourman.2019.103997

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Abstract

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hospitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, the current research compares the effects of the two most common forms of customer incivility on FLEs' psychological responses and behavioral intentions (study 1). Moreover, this work explores the degree to which supervisor leadership style can mitigate the depleting effects of these two forms of customer incivility on FLEs (study 2). Findings demonstrate that FLEs' responses to customer incivility episodes remain contingent upon supervisor's leadership style and acknowledge that an empowering (vs. laissez-faire) leadership style can better mitigate the depleting effects of both customer incivility forms on FLEs' role stress, rumination, retaliation and withdrawal intentions. The implications of these findings for tourism and hospitality theory and practicing managers are discussed.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Additional Information:	Released with a Creative Commons Attribution Non-Commercial No Derivatives License (CC BY-NC-ND)
Publisher:	Elsevier
ISSN:	0261-5177
Date of First Compliant Deposit:	24 September 2019
Date of Acceptance:	16 September 2019
Last Modified:	06 Nov 2023 23:29
URI:	https://orca.cardiff.ac.uk/id/eprint/125604

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