This study addresses the relationships between coworker incivility and both work effort and counterproductive work behaviors (CWBs). It was expected that employees who experienced high levels of incivility from their coworkers would report reductions in work effort and higher levels of CWBs. Also, based on the emotion-centered model of work behaviors (Spector & Fox, 2002), it was expected that negative emotions would mediate the relationships between coworker incivility and both work effort and CWBs. Finally, we examined supervisor social support as a moderator of relationships between negative emotions and both work effort and CWBs. Two hundred nine full-time university employees completed a two-wave survey over a two-month time period. Results supported the hypothesized mediated relationships. It was also found that supervisor social support moderated the relationship between negative emotions and work effort but not the relationship between negative emotions and CWBs. Study implications and limitations are discussed.

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Coworker incivility and incivility targets' work effort and counterproductive work behaviors: the moderating role of supervisor social support.

https://isiarticles.com/bundles/Article/pre/pdf/1758.pdf

The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel.

Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance

Purpose – This study attempts to contribute to the knowledge of how service climate improves customer satisfaction in the hospitality industry based on evidence from mainland China. It considers different dimensions of service climate separately, including customer orientation, managerial support and work facilitation, and introduces an important mediator – employee commitment – to examine the relationship between service climate and customer satisfaction.Design/methodology/approach – A theoretical framework is proposed to suggest links among the three dimensions of service climate, employee commitment and customer satisfaction. A structured questionnaire was developed to collect data from employees in the hospitality industry of China. The constructs were measured by using established scales. Structural equation modeling was used to examine the theoretical hypotheses.Findings – Empirical results indicate that different dimensions of service climate have different effects on customer satisfaction. For ins...

Service climate, employee commitment and customer satisfaction: Evidence from the hospitality industry in China

The purpose of this study is to develop and test a research model that examines job embeddedness as a moderator of the effects of coworker and perceived organizational support on turnover intentions and service recovery performance. The model also tests the impacts of coworker and perceived organizational support on the aforementioned job outcomes. Data were gathered from a sample of full-time frontline hotel employees with a 1-month time lag and their immediate supervisors in Cameroon. The results of hierarchical multiple regression analysis reveal that job embeddedness moderates the relationship between coworker support and turnover intentions. The results also show that job embeddedness acts as a moderator of the effects of perceived organizational support on turnover intentions and service recovery performance. Consistent with the study predictions, coworker support alleviates turnover intentions, whereas perceived organizational support increases service recovery performance. Implications of the empi...

The Effects of Coworker and Perceived Organizational Support on Hotel Employee Outcomes: The Moderating Role of Job Embeddedness

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above‐mentioned job outcomes.Design/methodology/approach – Data were gathered from a sample of frontline hotel employees in Northern Cyprus via self‐administered questionnaires. A total number of 204 questionnaires were obtained.Findings – As hypothesized, emotional dissonance and emotional exhaustion were found to be significant outcomes of customer verbal aggression. The results demonstrated that emotional dissonance amplified exhaustion. The results further revealed that customer verbal aggression and emotional dissonance intensified turnover intentions. As expected, emotional exhaust...

Outcomes of customer verbal aggression among hotel employees

The effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships of these stressors with emotional exhaustion, are tested with a sample of frontline bank employees in Northern Cyprus. The results provide empirical support for the majority of the hypotheses. Specifically, the results suggest that supervisor support has significant negative impacts on customer verbal aggression, disliked customers, and ambiguous customer expectations. The results further suggest that coworker support alleviates disproportionate and ambiguous customer expectations. Both supervisor and coworker support exert significant effects on emotional exhaustion in the hypothesized directions. With regard to the relationships of the customer-related social stressors with emotional exhaustion, only ambiguous customer expectations have significant positive effects on emotional exhaustion. The rest of the relationships are not supported by the empirical data. Implications of the findin...

An Investigation of the Role of Job Resources in Mitigating Customer-Related Social Stressors and Emotional Exhaustion

Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the impacts of these customer-related social stressors on emotional exhaustion. The results indicated that employees with positive core self-evaluations experienced low levels of disproportionate customer expectations, customer verbal aggression, and ambiguous customer expectations. Such employees were also confronted with less-disliked customers. In this study, it was found that employees who were susceptible to ambiguous customer expectations were emotionally exhausted. In contrast, the findings did not lend any empirical support to the effects of disproportionate customer expectations, customer verbal aggression, and disliked customers on emotional exhaustion.

The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

PurposeThis research was motivated by the strong desire of the researchers to make an impact on the protection and conservation of the environment and to make recommendations to enhance sustainable ecotourism development in the Karpaz peninsula, North Cyprus. The aim of the research was first to assess the current challenges faced by those involved in ecotourism and sustainable practices and secondly to develop solutions for these challenges.Design/methodology/approachQualitative applied research was used with the objective of combining the concerns of local entrepreneurs with the knowledge of the members of the ecotourism associations and organisations to raise public awareness, empower locals, bring social change and improve the lives of the local community. Twenty in-depth interviews were conducted with ecotourism entrepreneurs, members of the Ecotourism Association, the Ecotourism Movement and the Karpaz Ecotourism Cooperative.FindingsThe results showed that the main challenges faced were a lack of finance, a lack of support from the local and national governments and a lack of knowledge regarding ecotourism and sustainable development amongst members of the local community. The solutions are educating the local community about agri-ecotourism, putting pressure on local and national governments to support agri-ecotourism, getting other tourism associations such as tour operators on their side and setting up farming cooperatives for farmers.Originality/valueThe value and originality of this study lie in the use of applied research approach with its social agenda of finding solutions which can be developed from the new knowledge which arises from the study.

Ilkay Yorganci

Papers

Outcomes of customer verbal aggression among hotel employees

An Investigation of the Role of Job Resources in Mitigating Customer-Related Social Stressors and Emotional Exhaustion

The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

How to unlock the benefits of ecotourism: a case study of Karpaz, North Cyprus