THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER?
Customer incivility poses a difficulty for service industries since employees' negative responses to such customers may threaten the organization's success. Service industries implement stringent display guidelines and keep an eye on how Frontline Employees' Responses (FLEs) engage...
Saved in:
| Main Authors: | , , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Editura Universităţii din Oradea
2025-01-01
|
| Series: | Geo Journal of Tourism and Geosites |
| Subjects: | |
| Online Access: | https://gtg.webhost.uoradea.ro/PDF/GTG-1-2025/gtg.58108-1393.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1850099042625781760 |
|---|---|
| author | Mohamed Fathy AGINA Dalia Abdelrahman FARRAG Humoud Mohamed JABER Sameh FAYYAD Tamer M. ABBAS Anas A. SALAMEH Mohammed N. ELZINY |
| author_facet | Mohamed Fathy AGINA Dalia Abdelrahman FARRAG Humoud Mohamed JABER Sameh FAYYAD Tamer M. ABBAS Anas A. SALAMEH Mohammed N. ELZINY |
| author_sort | Mohamed Fathy AGINA |
| collection | DOAJ |
| description | Customer incivility poses a difficulty for service industries since employees' negative responses to such customers
may threaten the organization's success. Service industries implement stringent display guidelines and keep an eye on how
Frontline Employees' Responses (FLEs) engage with customers. This study aims to investigate the impact of customer incivility
on FLEs' negative responses and service sabotage, and to evaluate the moderating effect of co-worker support. The data is
collected from 386 Sharm El-Sheikh hotel employees. The PLS-SEM results revealed that customer incivility positively affects
service sabotage, FLEs rumination, and retaliation intention. Similarly, the study findings proved that FLEs' rumination and
retaliation intention positively affect service sabotage behavior. Accordingly, both FLEs' rumination and retaliation intention,
based on the results, succeeded in mediating the linkage between customer incivility and service sabotage behavior. In addition,
the current study strived to use co-worker support as a strategy to mitigate customer incivility consequences by investigating its
influence as a moderator on the relationships of customer incivility towards both FLEs' rumination and retaliation intention, and
the result demonstrated that co-worker support succeeded in mitigating the customer incivility negative impacts. The study's
results broaden our understanding of the effect of customer incivility on two different types of employee responses
(psychological and behavioral). The practical contributions recommend the need to train FLEs to give them sufficient experience
and skills to deal with customer incivility behaviors, and mutual support behaviors must be developed among workers. |
| format | Article |
| id | doaj-art-7caa1c1d5687473897d120de8888bc65 |
| institution | DOAJ |
| issn | 2065-0817 2065-1198 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Editura Universităţii din Oradea |
| record_format | Article |
| series | Geo Journal of Tourism and Geosites |
| spelling | doaj-art-7caa1c1d5687473897d120de8888bc652025-08-20T02:40:33ZengEditura Universităţii din OradeaGeo Journal of Tourism and Geosites2065-08172065-11982025-01-015818910410.30892/gtg.58108-1393THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER?Mohamed Fathy AGINA0Dalia Abdelrahman FARRAG1Humoud Mohamed JABER2Sameh FAYYAD3Tamer M. ABBAS4Anas A. SALAMEH5Mohammed N. ELZINY6Higher Institute for Specific Studies, Hotel Management Department, Heliopolis, Cairo, Egypt, e-mail: mohamadfathy.eg@gmail.comQatar University, Management and Marketing Department, College of Business & Economics, Doha, Qatar, e-mail: dfarrag@qu.edu.qaKing Khalid University, Tourism Department, College of Tourism and Hospitality, Abha, Saudi Arabia, e-mail: hjaber@kku.edu.saSuez Canal University, Hotel Studies Department, Faculty of Tourism and Hotels, Ismailia, Egypt, e-mail: sameh.fayyad@tourism.suez.edu.egKing Salman International University, Faculty of Tourism and Hospitality, Cairo, Egypt, e-mail: Tamer.abbas@ksiu.edu.egPrince Sattam bin Abdulaziz University, Department of Management Information Systems, College of Business Administration, Al-Kharj, Saudi Arabia, e-mail: a.salameh@psau.edu.saKing Salman International University, Faculty of Tourism and Hospitality, Cairo, Egypt; Helwan University, Hotel Management Department, Faculty of Tourism and Hotel Management, Cairo, Egypt, e-mail: mohammed.nagi@ksiu.edu.egCustomer incivility poses a difficulty for service industries since employees' negative responses to such customers may threaten the organization's success. Service industries implement stringent display guidelines and keep an eye on how Frontline Employees' Responses (FLEs) engage with customers. This study aims to investigate the impact of customer incivility on FLEs' negative responses and service sabotage, and to evaluate the moderating effect of co-worker support. The data is collected from 386 Sharm El-Sheikh hotel employees. The PLS-SEM results revealed that customer incivility positively affects service sabotage, FLEs rumination, and retaliation intention. Similarly, the study findings proved that FLEs' rumination and retaliation intention positively affect service sabotage behavior. Accordingly, both FLEs' rumination and retaliation intention, based on the results, succeeded in mediating the linkage between customer incivility and service sabotage behavior. In addition, the current study strived to use co-worker support as a strategy to mitigate customer incivility consequences by investigating its influence as a moderator on the relationships of customer incivility towards both FLEs' rumination and retaliation intention, and the result demonstrated that co-worker support succeeded in mitigating the customer incivility negative impacts. The study's results broaden our understanding of the effect of customer incivility on two different types of employee responses (psychological and behavioral). The practical contributions recommend the need to train FLEs to give them sufficient experience and skills to deal with customer incivility behaviors, and mutual support behaviors must be developed among workers.https://gtg.webhost.uoradea.ro/PDF/GTG-1-2025/gtg.58108-1393.pdfcustomer incivilityemployees' responsesco-worker supportservice sabotagehotel frontline employees |
| spellingShingle | Mohamed Fathy AGINA Dalia Abdelrahman FARRAG Humoud Mohamed JABER Sameh FAYYAD Tamer M. ABBAS Anas A. SALAMEH Mohammed N. ELZINY THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? Geo Journal of Tourism and Geosites customer incivility employees' responses co-worker support service sabotage hotel frontline employees |
| title | THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? |
| title_full | THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? |
| title_fullStr | THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? |
| title_full_unstemmed | THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? |
| title_short | THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER? |
| title_sort | influence of customer incivility on hotel frontline employees responses and service sabotage does co worker support matter |
| topic | customer incivility employees' responses co-worker support service sabotage hotel frontline employees |
| url | https://gtg.webhost.uoradea.ro/PDF/GTG-1-2025/gtg.58108-1393.pdf |
| work_keys_str_mv | AT mohamedfathyagina theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT daliaabdelrahmanfarrag theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT humoudmohamedjaber theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT samehfayyad theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT tamermabbas theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT anasasalameh theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT mohammednelziny theinfluenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT mohamedfathyagina influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT daliaabdelrahmanfarrag influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT humoudmohamedjaber influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT samehfayyad influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT tamermabbas influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT anasasalameh influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter AT mohammednelziny influenceofcustomerincivilityonhotelfrontlineemployeesresponsesandservicesabotagedoescoworkersupportmatter |