Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards
Authors: Boukis, A., Koritos, C., Papastathopoulos, A. and Buhalis, D.
Journal: Annals of Tourism Research
Volume: 100
ISSN: 0160-7383
DOI: 10.1016/j.annals.2023.103555
Abstract:This work proposes identity theory as a novel theoretical lens for understanding frontline employees' responses to customer incivility in tourism and hospitality. We advance pertinent research by demonstrating that customer incivility constitutes a dual identity threat (individual/collective threat) for frontline employees. Two experimental studies reveal that: customer incivility towards frontline employees' individual identity affects their psychological responses more adversely than their citizenship behavior; non-monetary rewards are more effective at reducing the adverse effects of customer incivility on frontline employees' psychological responses (than monetary rewards); finally, allowing frontline employees to choose the reward they deem most appropriate enhances both their psychological responses and citizenship behavior. Based on these results a four-step process is proposed to help managers dealing with customer incivility.
https://eprints.bournemouth.ac.uk/38683/
Source: Scopus
Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards*
Authors: Boukis, A., Koritos, C., Papastathopoulos, A. and Buhalis, D.
Journal: ANNALS OF TOURISM RESEARCH
Volume: 100
eISSN: 1873-7722
ISSN: 0160-7383
DOI: 10.1016/j.annals.2023.103555
https://eprints.bournemouth.ac.uk/38683/
Source: Web of Science (Lite)
Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards
Authors: Boukis, A., Koritos, C., Papastathopoulos, A. and Buhalis, D.
Journal: Annals of Tourism Research
Volume: 100
ISSN: 0160-7383
Abstract:This work proposes identity theory as a novel theoretical lens for understanding frontline employees' responses to customer incivility in tourism and hospitality. We advance pertinent research by demonstrating that customer incivility constitutes a dual identity threat (individual/collective threat) for frontline employees. Two experimental studies reveal that: customer incivility towards frontline employees' individual identity affects their psychological responses more adversely than their citizenship behavior; non-monetary rewards are more effective at reducing the adverse effects of customer incivility on frontline employees' psychological responses (than monetary rewards); finally, allowing frontline employees to choose the reward they deem most appropriate enhances both their psychological responses and citizenship behavior. Based on these results a four-step process is proposed to help managers dealing with customer incivility.
https://eprints.bournemouth.ac.uk/38683/
Source: BURO EPrints