The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention

Han, Su Jin; Bonn, Mark A.; Cho, Meehee

doi:10.1016/j.ijhm.2015.10.002

Cited by 316 publications

(330 citation statements)

References 63 publications

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“…Although research has determined that an incivility victim in one domain is unlikely to seek social support from members of another domain (Lim et al, ). In contrast, some research has shown that having workplace social support buffers all kinds of negative experiences (Han, Bonn, & Cho, ; Ilies, Johnson, Judge, & Keeney, ). We expect that individuals with negative experiences in the family may seek support in their workplace.…”

Section: Discussionmentioning

confidence: 95%

Linking family incivility to workplace incivility: Mediating role of negative emotions and moderating role of self‐efficacy for emotional regulation

Naeem

Weng

Ali

et al. 2019

Asian J of Social Psycho

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The research on work-related antecedents of workplace incivility (WI) is well-established, yet relatively less attention has been paid to non-work-related experiences as key antecedents to employees' incivility at work. Drawing upon the incivility spiraling framework and spillover theory, we use a moderated-mediation model to investigate the impact of employees' experience of family incivility on their behavioral WI through the mediation of negative emotions and the moderation of self-efficacy for emotional regulation (SEER). The multisource field data also demonstrate general support for the hypothesized relationships. Findings revealed that negative emotions carry the spiraling effect from family incivility to WI. In addition, SEER moderated the positive direct relationship of experienced family incivility and negative emotions, and indirect association with behavioral WI. These findings have implications for theory and management alike, further suggesting directions for future research.

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Section: Discussionmentioning

confidence: 95%

Linking family incivility to workplace incivility: Mediating role of negative emotions and moderating role of self‐efficacy for emotional regulation

Naeem

Weng

Ali

et al. 2019

Asian J of Social Psycho

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“…Similarly, Lin, Huang, et al () proved that WLC increases individuals’ job burnout and decreases LP. Recently, Han, Bonn, and Cho () showed that WLC among tourism and hospitality employees results in a higher intention to leave their work as a subsequent effect of increased burnout Therefore, to address this problem, researchers began emphasising the essential role of WLB. In this regard, Beauregard and Henry () has posited that WLB can reduce the effects of burnout and enhance the performance of employees.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

“…Studies on the importance of burnout have revealed its influence through different outcomes (Maslach, Schaufeli, & Leiter, ). In theory, burnout is negatively associated with employees and organisations that include higher turnovers, job dissatisfaction and poor performance (Han et al, ; Prentice, Chen, & King, ). Wright and Bonnet () investigated three categories of burnout and performance and have determined that EE is related negatively to work performance.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

The moderating role of leisure participation in work–leisure conflict for the reduction of burnout in hotels and travel agencies

Elbaz

Salem²,

Elsetouhi

et al. 2020

Journal of Tourism Research

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This study investigates the influence of work-leisure conflict (WLC) on the performance of employees in Egyptian hotels and travel agencies through the mediating role of employee burnout related to emotional exhaustion, cynicism and professional efficacy. In addition, this study examines how leisure participation moderates the effects of WLC on both employee burnout and performance. Data used for this study were collected from 788 hotel and travel agencies operating in Egypt. Given the purpose of the study, a nonlinear partial least squares structural equation modelling (PLS-SEM) was used to analyse the data. The findings support the proposed model and thus indicated that WLC has a negative influence on the performance of employees. Moreover, it has also been determined that leisure participation plays an important role in decreasing the negative influence of WLC on emotional exhaustion, cynicism and reduced professional efficacy of employees in hotels and travel agencies. These findings hold important implications for tourism and hospitality firms. K E Y W O R D S burnout, Egypt, hotel and travel agencies, leisure participation, work-leisure conflict

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“…Over the last decades, many studies have focused on employee turnover (Callea et al, 2016;Han et al, 2016;Memon et al, 2016b;Ahmed et al, 2015;Rabbi et al, 2015). This reflects the significance of turnover, and how many organizations perceive turnover negatively, as stipulated by Lee et al (2010).…”

Section: Introductionmentioning

confidence: 99%

Turnover intentions in Jordanian Universities: The role of leadership behaviour, organizational commitment and organizational culture

Alzubi

2018

Int. j. adv. appl. sci.

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Evidence gathered in relation to academic situation in Jordan is alarming. About 3000 Jordanian academics left their job during the last 25 years. During the last eight years, twenty percent of working academics were planning to search for opportunities in other, mostly foreign, universities. This particular percentage is expected to increase to more than 60% by the end of 2020. Although low turnover rates are beneficial by opening doors for new talents and new ideas, high rates are disruptive and negatively impacts the image of academic sector in Jordan. To address this issue, this research endeavors to investigate the impact of leadership behaviour, organizational commitment and organizational culture on turnover intentions in Jordanian higher educational Institutes. The participants in this study were limited to Jordanian academicians who work in any Jordanian University. A structured questionnaire was adopted from the past literature and a total number of 300 questionnaires were sent, out of which 270 were collected back. SmartPLS version 2 was used to run SEM to analyze the model. Results showed that the entire exogenous variables have significant impact on the endogenous variable. The implication of this study is that managers should recognize the behaviour of leadership in which the behaviour that able to motivate the level of employee commitment to organization and reduce employee turnover intention.

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The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention

Cited by 316 publications

References 63 publications

Linking family incivility to workplace incivility: Mediating role of negative emotions and moderating role of self‐efficacy for emotional regulation

Linking family incivility to workplace incivility: Mediating role of negative emotions and moderating role of self‐efficacy for emotional regulation

The moderating role of leisure participation in work–leisure conflict for the reduction of burnout in hotels and travel agencies

Turnover intentions in Jordanian Universities: The role of leadership behaviour, organizational commitment and organizational culture

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