Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion

Alola, Uju Violet; Olugbade, Olusegun A.; Avcı, Turgay; Öztüren, Ali

doi:10.1016/j.tmp.2018.10.004

Cited by 145 publications

(150 citation statements)

References 56 publications

Supporting

Mentioning

114

Contrasting

Unclassified

Order By: Relevance

“…Although an environment of incivility has been shown to have a negative effect on nurses and their patients (Smith, Morin, & Lake, ) and to lower job satisfaction among nurses in public hospitals (Laeeque et al, ), some studies have revealed no significant effect of workplace incivility on job satisfaction in other environments (Alola, Olugbade, Avci, & Öztüren, ; Cingöz & Kaplan, ; Walker, ). Little on this subject has been explored from the Asian perspective (Ghosh, ).…”

Section: The Impact Of Incivilitymentioning

confidence: 99%

Job satisfaction among nurses in Pakistan: The impact of incivility and informal climate

Samad¹,

Memon²,

Kumar³

2020

Glob Bus Org Exc

View full text Add to dashboard Cite

Nurses working in private and public sector hospitals and other health-care facilities around the world play a critical role in ensuring patient safety and quality of service. Therefore, it is essential to understand the challenges they face on the job that may contribute to dissatisfaction and hamper performance. A study of 129 registered nurses in Pakistan investigated the impact of workplace incivility on job satisfaction and found that a climate of informality significantly buffered the negative effect of workplace incivility on job satisfaction among nurses. Working with these findings, health-care managers can make the case for policies to foster an informal and supportive working climate that will not only contribute to employees' job satisfaction, but also improve the quality of the service they deliver to their patients.

show abstract

Section: The Impact Of Incivilitymentioning

confidence: 99%

Job satisfaction among nurses in Pakistan: The impact of incivility and informal climate

Samad¹,

Memon²,

Kumar³

2020

Glob Bus Org Exc

View full text Add to dashboard Cite

show abstract

“…In this sense, we could also interpret the mediating role of hostile customer relations as a consequence of a perceived emotional detachment derived from workers’ emotional labour. The obligation of displaying requisite emotions during social interaction could require a persistent emotional overextension which may lead to symptoms of depersonalisation, triggering an impersonal and unsuccessful response to customers’ needs [49]. Therefore, workers experiencing high levels of emotional dissonance also perceive customer relations as frustrating and problematic.…”

Section: Discussionmentioning

confidence: 99%

“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health

Mazzetti

Simbula

Panari

et al. 2019

IJERPH

View full text Add to dashboard Cite

The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers’ mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become crucial within professions that involve a direct relationship with clients and, if poorly managed, can negatively affect workers’ health and performance. Accordingly, data were collected on a sample of n = 918 mass-retail employees working for one of the leading Italian supermarket companies. Most participants were women (62.7%) with a mean age = 40.38 (SD = 7.68). The results of a moderated mediation analysis revealed that emotional dissonance was related to more hostile customer relations that, in turn, were associated with higher rates of mental health symptoms. Proactive personality emerged as a protecting factor that prevented the onset of conflicts with clients, particularly among workers experiencing high levels of emotional dissonance. The identification of resources enabling management of emotional demands could suggest suitable adaptive strategies for customer-facing roles, thus preventing the occurrence of adverse mental health symptoms.

show abstract

“…The study was designed to quantify the hotel employee responses using a cross-sectional survey questionnaire (quantitative approach). The measures for the research constructs were adopted from the established literature in the employee behavior and tourism literature [7,17,18,21,33,34]. Multi-items with a 7-point scale ["strongly disagree" (1)/"strongly agree" (7)] were utilized as exhibited in the Appendix A.…”

Section: Measures and Survey Questionnairementioning

confidence: 99%

A Theoretical Framework Development for Hotel Employee Turnover: Linking Trust in Supports, Emotional Exhaustion, Depersonalization, and Reduced Personal Accomplishment at Workplace

et al. 2020

View full text Add to dashboard Cite

The present research was an empirical endeavor to build a sturdy theorization linking trust in supervisor and co-worker supports, emotional exhaustion, depersonalization, reduced personal accomplishment, and hotel employee turnover at workplace. A quantitative approach and survey methodology were utilized. This research successfully explored the intricate associations between trust-in-support factors and burnout dimensions and uncovered the possible influence of such relationships on employee turnover in the hotel context. In addition, emotional exhaustion and reduced personal accomplishment among burnout constituents significantly affected turnover. These variables also strengthened the influence of trust in supervisor support on hotel employee turnover, acting as significant mediators. A salient role of emotional exhaustion in escalating employee turnover was unearthed. Overall, this research demonstrated the importance of trust in support and its role in reducing the burnout phenomenon among hotel employees and explaining their voluntary turnover decision formation in a satisfactory manner.

show abstract

Customer incivility and employees' outcomes in the hotel: Testing the mediating role of emotional exhaustion

Cited by 145 publications

References 56 publications

Job satisfaction among nurses in Pakistan: The impact of incivility and informal climate

Job satisfaction among nurses in Pakistan: The impact of incivility and informal climate

“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health

A Theoretical Framework Development for Hotel Employee Turnover: Linking Trust in Supports, Emotional Exhaustion, Depersonalization, and Reduced Personal Accomplishment at Workplace

Contact Info

Product

Resources

About