Customer incivility and service sabotage in the hotel industry

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dc.contributor.authorCheng, Bao
dc.contributor.authorGuo, Gongxing
dc.contributor.authorTian, Jian
dc.contributor.authorShaalan, Ahmed
dc.date.accessioned2020-04-27T08:37:48Z
dc.date.available2020-04-27T08:37:48Z
dc.date.issued2020-04-16
dc.description.abstractPurpose: Using equity theory, this study examined the relationship between customer incivility and service sabotage among hotel employees. Specifically, we examined the mediating role of revenge motivation between customer incivility and service sabotage and investigated the moderating role of emotion regulation in this relationship. Design/methodology/approach: A multiwave, multisource questionnaire survey was conducted with 291 employee-supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures of customer incivility, revenge motivation, emotion regulation, and service sabotage were adapted. Findings: Customer incivility increased employees’ revenge motivation and service sabotage. Emotion regulation acted as a boundary condition in customer incivility’s direct effect on revenge motivation and in its indirect effect on service sabotage through revenge motivation. Cognitive reappraisal can ameliorate the detrimental influence of customer incivility while expressive suppression can exacerbate its adverse effects. Practical implications: Managers should monitor and deter the emergence of uncivil behavior, provide psychological support for employees experiencing customer incivility, and encourage such employees to use emotion regulation with cognitive reappraisal rather than expressive suppression. Originality/value: To our knowledge, no prior research has investigated the customer incivility–service sabotage relationship in the hotel industry. This study addresses this gap by shedding light on how customer incivility can motivate service sabotage among hotel employees. Furthermore, we used equity theory rather than the commonly used resources perspective to offer new insight into the customer incivility–service sabotage relationshipen_UK
dc.identifier.citationCheng B, Guo G, Tian J, Shaalan A. (2020) Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, Volume 32, Issue 5, May 2020, pp. 1737-1754en_UK
dc.identifier.issn0959-6119
dc.identifier.urihttps://doi.org/10.1108/IJCHM-06-2019-0545
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/15414
dc.language.isoenen_UK
dc.publisherEmeralden_UK
dc.rightsAttribution-NonCommercial 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/*
dc.subjectcustomer incivilityen_UK
dc.subjectrevenge motivationen_UK
dc.subjectemotion regulationen_UK
dc.subjectservice sabotageen_UK
dc.subjectequity theoryen_UK
dc.titleCustomer incivility and service sabotage in the hotel industryen_UK
dc.typeArticleen_UK

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