{"id":5096,"date":"2023-03-31T11:49:44","date_gmt":"2023-03-31T11:49:44","guid":{"rendered":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/?p=5096"},"modified":"2023-03-31T11:49:44","modified_gmt":"2023-03-31T11:49:44","slug":"customer-incivility-for-frontline-employees","status":"publish","type":"post","link":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/2023\/03\/31\/customer-incivility-for-frontline-employees\/","title":{"rendered":"Customer incivility for frontline employees"},"content":{"rendered":"

New research just published<\/p>\n

Boukis, A., Koritos, C., Papastathopoulos, A., Buhalis, D., 2023, Customer incivility for frontline employees, Annals of Tourism Research, Volume 100, May 2023, 103555 https:\/\/doi.org\/10.1016\/j.annals.2023.103555<\/a> OPEN ACCESS<\/strong><\/p>\n

Abstract<\/h2>\n
\n

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.<\/p>\n<\/div>\n

Highlights<\/h2>\n
\n
\n
\u2022Assess the impact of customer incivility on frontline employees’ identity<\/dt>\n
\u2022Customer threats to both individual and collective identities are explored.<\/dt>\n
\u2022Employees’ responses vary based on the identity level that is affected<\/dt>\n
\u2022Rewards mitigate the harmful effect of customer incivility on employees.<\/dt>\n
\u2022Reward choice reduces the adverse effect of customer incivility on employees.<\/dt>\n<\/dl>\n<\/div>\n\"\"<\/a>\n

Boukis, A., Koritos, C., Papastathopoulos, A., Buhalis, D., 2023, Customer incivility for frontline employees, Annals of Tourism Research, Volume 100, May 2023, 103555 https:\/\/doi.org\/10.1016\/j.annals.2023.103555<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

New research just published Boukis, A., Koritos, C., Papastathopoulos, A., Buhalis, D., 2023, Customer incivility for frontline employees, Annals of Tourism Research, Volume 100, May 2023, 103555 https:\/\/doi.org\/10.1016\/j.annals.2023.103555 OPEN ACCESS 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… Read more » about Customer incivility for frontline employees<\/span><\/a><\/p>\n","protected":false},"author":327,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ngg_post_thumbnail":0,"footnotes":""},"categories":[164],"tags":[500,390,501],"class_list":["post-5096","post","type-post","status-publish","format-standard","hentry","category-news","tag-employees","tag-hospitality","tag-incivility"],"acf":[],"_links":{"self":[{"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/posts\/5096","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/users\/327"}],"replies":[{"embeddable":true,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/comments?post=5096"}],"version-history":[{"count":1,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/posts\/5096\/revisions"}],"predecessor-version":[{"id":5099,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/posts\/5096\/revisions\/5099"}],"wp:attachment":[{"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/media?parent=5096"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/categories?post=5096"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/microsites.bournemouth.ac.uk\/tourism\/wp-json\/wp\/v2\/tags?post=5096"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}