Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis

Gaan, Niharika; Shin, Yuhyung

doi:10.1016/j.jretconser.2023.103347

Cited by 5 publications

(10 citation statements)

References 104 publications

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“…However, uncivil customer behaviour remains prevalent because of the preferential treatment given to customers (Banerjee, 2008). Additionally, because of the closely interconnected organisational departments within retail banks' service operations and their social structures, the responsibilities of FLEs inherently involve a high degree of interdependence (Gaan and Shin, 2023a, b) and complexity (Choudhury, 2014). Under such circumstances, the collective mindfulness of FLEs within retail banks (Kaufman and Hwang, 2015), leading to collective mindfulness (Badham and King, 2021; Reb et al.…”

Section: Discussionmentioning

confidence: 99%

“…Such exercises can raise awareness amongst FLEs about the consequences of vengeful behaviour, not only at the micro level but also at the macro level, such as sales performance of the branch. Branch managers should also educate FLEs to be ambidextrous (Gaan and Shin, 2023a, b), so that they can associate service performance with sales outcomes, which will enhance the financial value of and the long-term impact on the branch.…”

Section: Discussionmentioning

confidence: 99%

“…Within collectivist societies (Hofstede et al. , 2010), FLEs follow a pooled understanding of any contextual variable (collective mindfulness) that exists at the branch level (Gaan and Shin, 2023a, b). This collective understanding can either ameliorate or exacerbate the impact of social stressors (Badham and King, 2021; Cho et al.…”

Section: Hypothesised Model and Underpinned Theoretical Frameworkmentioning

confidence: 99%

“…, 2020). Furthermore, the absence of insights into external issues (customer incivility), a holistic understanding of retail bank operations and an anti-receptive approach (Ndubisi and Al-Shuridah, 2019) result in inadequate personal resources amongst FLEs (Gaan and Shin, 2023a, b) to counteract social stressors (Dierynck et al. , 2017).…”

Section: Hypothesised Model and Underpinned Theoretical Frameworkmentioning

confidence: 99%

“…, 2015). In such a social structure, FLEs would possess a pooled understanding and awareness of (Gaan and Shin, 2023a, b; Paulin and Griffin, 2017; Schilpzand et al. , 2016; Song et al.…”

Section: Introductionmentioning

confidence: 99%

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The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks

Gaan,

Shin

2024

IJBM

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PurposeThis study explores the moderated mediation effect, wherein collective mindfulness attenuates the hypothesised relationship between customer incivility, service sabotage and psychological well-being and is supported by the conservation of resources (COR) theory.Design/methodology/approachMultiwave and multisource data were collected from 315 frontline employees (FLEs) working in 32 Indian bank branches. Using HLM 7.00, the authors tested a multilevel model in which branch-level collective mindfulness moderated the association amongst individual-level customer incivility, psychological well-being and service sabotage.FindingsA higher level of collective mindfulness had a profound cross-level effect on the association between customer incivility and service sabotage through psychological well-being.Originality/valueDistinct from prior research that focussed on individuals' personal resources as a buffer against customer incivility, the authors' study identified branch-level collective mindfulness as a boundary condition that helps employees experiencing customer incivility decrease service sabotage. By uncovering a branch-level variable that reduces the negative impact of customer incivility on service sabotage, the authors' study offers valuable insights for banks to enhance customer service at their branches.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Hypothesised Model and Underpinned Theoretical Frameworkmentioning

confidence: 99%

Section: Hypothesised Model and Underpinned Theoretical Frameworkmentioning

confidence: 99%

“…, 2015). In such a social structure, FLEs would possess a pooled understanding and awareness of (Gaan and Shin, 2023a, b; Paulin and Griffin, 2017; Schilpzand et al. , 2016; Song et al.…”

Section: Introductionmentioning

confidence: 99%

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