Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees
Fiona X. Yang1; Virginia Meng-Chan Lau2
2019-10
Source PublicationInternational Journal of Hospitality Management
ABS Journal Level3
ISSN0278-4319
Volume83Pages:1-10
Abstract

The customer is not always right, but he or she is always the customer. Building on the cognitive appraisal theory, a multilevel design was adopted to examine how customer incivility arouses burnout of frontline employees in resort retail stores and in turn jeopardizes their brand commitment. The moderating effects of workplace dynamics, including managers’ emotional intelligence and customer orientation as well as coopetitive coworker climates, are also examined. A mixed result implies that an angel manager to employees will alleviate the stress induced by uncivil customers, while an angel manager to customers could unexpectedly add to the pressure on the sales force. In addition, customer-induced burnout is reduced by cooperative coworkers but not exacerbated by intra-team competition. This study advances the research on hospitality frontline employees’ workplace distress by investigating a tripartite customer–manager–coworker dynamic and provides managerial insights for service industries to improve employees’ psychological well-being.

KeywordCustomer Incivility Burnout Emotional Intelligence Customer Orientation Cooperation Competition
DOIhttps://doi.org/10.1016/j.ijhm.2019.04.004
Indexed BySSCI ; SSCI
Language英語English
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:000494886300002
PublisherELSEVIER SCI LTD, THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
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Citation statistics
Cited Times [WOS]:4   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Corresponding AuthorFiona X. Yang
Affiliation1.Faculty of Business Administration, University of Macau
2.Tourism College, Institute for Tourism Studies, Colina de Mong-Ha, Macau, China
First Author AffilicationFaculty of Business Administration
Corresponding Author AffilicationFaculty of Business Administration
Recommended Citation
GB/T 7714
Fiona X. Yang,Virginia Meng-Chan Lau. Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees[J]. International Journal of Hospitality Management,2019,83:1-10.
APA Fiona X. Yang,&Virginia Meng-Chan Lau.(2019).Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees.International Journal of Hospitality Management,83,1-10.
MLA Fiona X. Yang,et al."Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees".International Journal of Hospitality Management 83(2019):1-10.
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