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Returning good for evil: A study of customer incivility and extra-role customer service
Zhu,Julie N.Y.; Lam,Long W.; Lai,Jennifer Y.M.
2019-08-01
Source PublicationInternational Journal of Hospitality Management
ISSN02784319
Volume81Pages:65-72
AbstractThis study investigates the conditions under which service employees can react positively after encountering customer incivility. Building on the work engagement theory, we hypothesize that customer incivility interacts with workplace social support (i.e., perceived supervisor and co-worker support) to influence work engagement, which in turn leads to extra-role customer service. We test our model within the context of hotels. The results of a two-wave survey with a sample of 198 frontline service employees provide support for most of the hypotheses. In particular, the findings show that employees encountering uncivil customer interactions provide extra-role customer service only when they have high (vs. low) supervisor support. Work engagement mediates the conditional effect of customer incivility on extra-role customer service. The results thus suggest that supervisors play a vital role in encouraging employees’ positive reaction toward customer incivility. This work has notable implications for hospitality management research.
KeywordCustomer incivility Extra-role customer service Service encounters Work engagement
DOI10.1016/j.ijhm.2019.03.004
URLView the original
Language英语
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Document TypeJournal article
CollectionUniversity of Macau
Corresponding AuthorZhu,Julie N.Y.
AffiliationDepartment of Management and Marketing,Faculty of Business Administration E22,University of Macau,,Taipa,China
First Author AffilicationFaculty of Business Administration
Corresponding Author AffilicationFaculty of Business Administration
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GB/T 7714
Zhu,Julie N.Y.,Lam,Long W.,Lai,Jennifer Y.M.. Returning good for evil: A study of customer incivility and extra-role customer service[J]. International Journal of Hospitality Management,2019,81:65-72.
APA Zhu,Julie N.Y.,Lam,Long W.,&Lai,Jennifer Y.M..(2019).Returning good for evil: A study of customer incivility and extra-role customer service.International Journal of Hospitality Management,81,65-72.
MLA Zhu,Julie N.Y.,et al."Returning good for evil: A study of customer incivility and extra-role customer service".International Journal of Hospitality Management 81(2019):65-72.
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