Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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Spillover Effects in Customer Incivility: Impacts on Frontline Employees' Negative Behaviors

  • Jung, Hyo Sun (Dept. of Culinary Arts and Food Service Management, Kyung Hee University) ;
  • Park, Young Mi (Dept. of Food Service Industry, Han Yang Women's University) ;
  • Yoon, Hye Hyun (Dept. of Culinary Arts and Food Service Management, Kyung Hee University)
  • Received : 2016.08.30
  • Accepted : 2016.09.25
  • Published : 2017.09.30
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Abstract

This study intended to examine transitive relation among customer incivility perceived by deluxe hotel frontline employees, burnout, and deviant workplace behaviors and clarify the moderating effect of employees' stress. A total of 230 employees working in deluxe hotels in Seoul, the capital of Korea, in 2017 comprised the sample in this study. The hypothesized relationships in the model were tested simultaneously by using structural equation modelling (SEM). As results, customer incivility perceived by deluxe hotel frontline employees had significant (p<.001) positive influence on their burnout(${\beta}=.38$, t-value=4.93). Employees' burnout positively influenced their deviant workplace behaviors (${\beta}=.56$, t-value=7.22). In addition, customer incivility was found to positively affect employees' deviant workplace behaviors(${\beta}=.26$, t-value=3.90), and therefore, the moderating role of stress level was not verified. The findings of this study suggested that deluxe hotels are supposed to enhance their frontline service by providing orientation for customers through promotion materials. Limitations and future research directions of this study were also well established and discussed.

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References

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