Observer reactions to other customer incivility

Kim, Youngsun Sean; Baker, Melissa A.

doi:10.1108/ijchm-03-2018-0262

Cited by 51 publications

(27 citation statements)

References 65 publications

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“…Various discrete emotions were discussed, including hope (Darvishmotevali and Ali, 2020; Hwang and Han, 2019; Jung and Yoon, 2016; Kang and Busser, 2018; Paek et al , 2015), anxiety (Cheung et al , 2019; Tsaur and Tang, 2012; Vanderpool and Way, 2013), gratitude (Jin and Merkebu, 2015; Kim and Baker, 2019; Kim and Qu, 2020), empathy (Chu et al , 2012), passion (Chen et al , 2019; Teng, 2019), anger (Weber et al , 2017), fear, disappointment and discomfort (Mkono, 2010). Hope was conceptualized as part of psychological capital and measured using three items from the shortened version of the Psychological Capital Questionnaire (PCQ-12) developed by Luthans et al (2007).…”

Section: Resultsmentioning

confidence: 99%

“…Articles on EI were also excluded because EI is not an emotion per se (Ashkanasy and Dorris, 2017). However, the articles that investigated affect, emotions or moods with emotional labor (Chu et al , 2012; Kim and Baker, 2019; Medler-Liraz, 2014), EI (Wolfe and Kim, 2013) or emotional contagion (Chu et al , 2012; Ustrov et al , 2016) were included.…”

Section: Methodsmentioning

confidence: 99%

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Hospitality employees’ emotions in the workplace: a systematic review of recent literature

Hwang

Shi

Wang

2021

IJCHM

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Purpose This systematic review synthesizes the recent literature (2010–2020) on hospitality employees’ emotions, affect and moods. This study has three objectives: to clarify the definitions of emotions, affect and moods; to explain how theories are integrated into understanding hospitality employees’ emotions, affect and moods; and to assess how emotions, affect and moods are measured. Design/methodology/approach Using seven major databases, the authors selected 61 peer-reviewed academic journal articles published in hospitality outlets for review. We based our study on five stages of conducting a systematic review: scoping, planning, identification, screening and eligibility. Findings Affect is an umbrella term encompassing moods and emotions. Emotions are distinct from emotion-laden constructs, such as emotional labor and emotional intelligence. Theories on conservation of resources, emotional labor and social exchange have been most frequently used to understand hospitality employees’ emotions. However, they overlooked the dynamic nature of emotions when using these theories. Hospitality researchers often used a subset of the positive and negative affect scale and did not discuss back-translation. Practical implications Hospitality employees’ emotions lead to far-reaching consequences in attitudes, intentions and behaviors in work and non-work domains. Effective practices (e.g. creating a supportive climate) that help evoke positive employee emotions and reduce negative employee emotions are thus desirable. Originality/value Our findings crystallize the understanding of emotions, affect and moods of hospitality employees. We further provide a roadmap for future research on hospitality employees’ emotions. Data triangulation, cross-cultural research and mixed emotions are novel opportunities for future research.

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Section: Resultsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Hospitality employees’ emotions in the workplace: a systematic review of recent literature

Hwang

Shi

Wang

2021

IJCHM

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“…In line with previous experimental studies (Cai et al, 2018), the scenarios used in our experiments consist of somewhat moderate service experience in terms of criticality (going to a restaurant with friends). Although one recent study did not find that criticality played a role in witnessing instances of mistreatment (Kim and Baker, 2019), further studies could explore its effects by manipulating various criticality levels in a broader range of service contexts.…”

Section: Limitations and Future Research Directionsmentioning

confidence: 97%

“…Through vicarious processes, customer and employee aggression can threaten the well-being of interactive service environments and the provision of services to a greater extent than, perhaps, ever anticipated. On this issue, scholars have started shifting their attention to observer customers' reactions to various kinds of mistreatment (Porath et al, 2010(Porath et al, , 2011Hershcovis and Bhatnagar, 2017;Henkel et al, 2017;Karabas et al, 2019;Kim and Baker, 2019). By drawing on appraisal (Scherer, 2005;Wondra and Ellsworth, 2015) and deonance theories (Folger, 2001;Folger and Glerum, 2015), this study aims to investigate the potential relationships between witnessing multifoci verbal aggression (among employees and among other customers), the self-conscious emotions (i.e.…”

Section: Introductionmentioning

confidence: 99%

“…Third, as to date research has specifically focused on witnessing customer reactions to customer-to-employee (Hershcovis and Bhatnagar, 2017;Henkel et al, 2017;Albrecht et al, 2017;Kim and Baker, 2019), employee-to-employee (Porath et al, 2010(Porath et al, , 2011 and employee-to-customer (Karabas et al, 2019) mistreatment, this study takes up the critical service roles of perpetrators and victims. Thus, our aim is to investigate the witnessing customers' reactions to multifoci aggression by comparing employee-to-employee and customer-to-customer verbal aggression.…”

Section: Introductionmentioning

confidence: 99%

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Witnessing verbal aggression: role of customers’ self-conscious emotions

Okan

Elmadağ

2020

JSM

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Purpose This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers’ empathic tendencies and the source of aggression are also examined. Design/methodology/approach In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive effects of witnessing aggression on self-conscious emotions and intentions. Findings This study shows that witnessing aggression during service experiences negatively influences customers’ intentions towards the service organization through self-conscious emotions. Moreover, empathic tendencies of customers make these effects more pronounced. It is also shown that witnessing employee-to-employee aggression has a stronger effect on self-conscious emotions and intentions than customer-to-customer aggression. Research limitations/implications This paper uncovers the distinctive effects of aggressive behaviors of service actors on self-conscious emotions from the third-party perspective. It is also shown that empathic tendencies can be detrimental to service organizations in certain conditions. Practical implications The results warn service managers against verbal aggression because of its negative effects on witness customers. It is suggested that they should try to clarify the incident and restore justice in front of the witnesses. Originality/value This paper is one of the first attempts to investigate the distinctive effects of witnessing aggression during service experiences and the roles of self-conscious emotions and emphatic tendencies.

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The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being

Robertson

Rotman

McQuilken

et al. 2023

Psychology and Marketing

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A well-established research area is service failure and recovery. Nevertheless, the considerable service failures generated by customers, or customer failures, surprisingly remain relatively underexplored. Specifically, customer failures have a detrimental effect on frontline service employee well-being, which has not been investigated. We advance that a customer apology can alleviate this by customers taking the blame for their failures.We present three studies that investigate this phenomenon. In Study 1, applying the critical incident technique, we develop a taxonomy of customer failures and find evidence of their negative influence on (frontline) service employee well-being, which can be offset by customer apologies and perceived supervisor support. In Studies 2 and 3, using a scenario-based experiment, we triangulate the Study 1 results by testing the relationship between customer apology (Study 2) and its interacting relationship with perceived supervisor support (Study 3) on service employee well-being following a customer failure.While customer apologies have a positive impact on well-being, interestingly, when perceived supervisor support is lacking, this washes out the positive effect of a customer apology and similarly, perceived supervisor support nullifies the negative effect of the customer not apologizing for their failure. Theoretical and managerial implications are discussed.

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Observer reactions to other customer incivility

Cited by 51 publications

References 65 publications

Hospitality employees’ emotions in the workplace: a systematic review of recent literature

Hospitality employees’ emotions in the workplace: a systematic review of recent literature

Witnessing verbal aggression: role of customers’ self-conscious emotions

The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being

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