Customer incivility and customer problem-solving behaviour in frontline employees: testing a moderated mediation model. (17th February 2022)

• Record Type: Journal Article
• Authors: Bani-Melhem, Shaker; Abukhait, Rawan Mazen; Shamsudin, Faridahwati Mohd.; West, Martin
• Is Part Of: Total quality management & business excellence. Volume 33:Number 3/4(2022)
• Page Start: 278
• Page End: 296
• Publication Date: 2022-02-17
• Subjects: customer incivility -- customer problem-solving behaviour -- burnout -- supervisor justice -- employee resilience -- United Arab Emirates (UAE) hospitality sector; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2020.1842187
• Languages: English
• ISSNs: 1478-3363

Abstract

Abstract : Due to its prevalence and lasting implications, frontline employees' (FLEs) experience of customer incivility has long occupied both managers and the human resources field as a whole. The current research employs the conservation of resources theory (COR) and justice theory to examine the influence of customer incivility on the customer problem-solving behaviour of FLEs via the mediation of employee burnout. Furthermore, it examines what alleviates the adverse influences of customer incivility by assessing the moderating roles of perceived supervisor justice and employee resilience. Using structural equation modelling (SEM), the research model is analysed based on a sample of 243 FLE-supervisor dyads in various hospitality organisations using a time-lagged research method, whereby supervisor-assessed FLEs' customer problem-solving behaviours were also examined. The results demonstrate that customer incivility indirectly (via burnout) and directly has a negative influence on FLE willingness to engage in customer problem-solving behaviours. This influence is alleviated when a supervisor is perceived to be just and the employees are resilient. For managers, these research findings illustrate the significance of understanding what lessens the negative impact of customer incivility on the willingness to engage in customer problem-solving behaviours.