Does customer incivility undermine employees’ service performance?
Volume: 89, Pages: 102544 - 102544
Published: Aug 1, 2020
Abstract
This study extends the growing body of research on customer incivility by examining its impact on employees’ in-role and extra-role service performance in the hospitality industry. Using a sample of 307 employee–supervisor dyads in nine hotels in Zhuhai City, China, this research examined the impact of customer incivility along with negative affectivity and hostile attribution bias on in-role performance and extra-role performance, particularly...
Paper Details
Title
Does customer incivility undermine employees’ service performance?
Published Date
Aug 1, 2020
Volume
89
Pages
102544 - 102544
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