What question did this study set out to answer?

To examine the relationship between customer incivility and employee service sabotage in the hotel industry through the mediating lens of revenge motivation and the moderating role of emotion regulation.

April 15, 2020International Journal of Contemporary Hospitality ManagementOpen Access

Customer incivility and service sabotage in the hotel industry

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Authors

BCBao ChengSouthwestern University of Finance and Economics GGGongxing GuoXiamen University JTJian TianXihua University

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Implication

Dyadic survey reveals customer incivility promotes service sabotage via revenge motivation in hotel staff, indicating emotion regulation strategies alter retaliatory behaviors.

Key Points

To examine the relationship between customer incivility and employee service sabotage in the hotel industry through the mediating lens of revenge motivation and the moderating role of emotion regulation.
Conducted a multi-wave, multi-source survey across chain hotels in Shenzhen, China.
Sampled N=291 employee–supervisor dyads using validated measurement instruments for customer incivility, revenge motivation, emotion regulation, and service sabotage.
Customer incivility was positively associated with both employee revenge motivation and subsequent service sabotage.
Cognitive reappraisal attenuated both the direct effect of incivility on revenge motivation and its indirect effect on service sabotage.
Expressive suppression exacerbated the adverse effects of customer incivility on revenge motivation and service sabotage.

Cite This Study

Cheng et al. (2020) studied this question.

synapsesocial.com/papers/6a82d45f3e02825336d11e02 https://doi.org/10.1108/ijchm-06-2019-0545

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Implication

Dyadic survey reveals customer incivility promotes service sabotage via revenge motivation in hotel staff, indicating emotion regulation strategies alter retaliatory behaviors.

Customer incivility and service sabotage in the hotel industry

Discussion

Member takes

Implication

Key Points

Cite This Study

Customer incivility and service sabotage in the hotel industry

Discussion

Member takes

Implication

Key Points

Cite This Study

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