The effects of customer incivility and employee incivility on depersonalization: The mediation effect of forgiveness

Abstract

This study examined the effect of customer incivility and employee incivility on depersonalization as well as the mediation role of forgiveness in the effects of customer incivility and employee incivility on depersonalization. The study was conducted with 352 employees of five-star hotels in Antalya, Turkey. The results show that customer incivility and employee incivility increase hotel employees’ depersonalization while forgiveness partially mediates the impact of customer incivility and employee incivility on depersonalization. These findings indicate that hotel managers should encourage employees’ tendency to forgive, increase managerial support and training for employees, and learning about different cultures.