TY - JOUR
T1 - Customer incivil behavior and employee retaliation
AU - Agnihotri, Arpita
AU - Bhattacharya, Saurabh
N1 - Funding Information:
This study was supported by grants from Penn State Harrisburg.
Publisher Copyright:
© 2022, Emerald Publishing Limited.
PY - 2022/8/10
Y1 - 2022/8/10
N2 - Purpose: The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation. Design/methodology/approach: This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk. Findings: The study results suggest that employee anger mediates the customer incivility and employee retaliation relationship. Further, the employee’s regulatory focus (namely, promotion and preventive regulatory focus) moderates this mediated relationship. Specifically, employee promotion regulatory focus positively moderates the relationship between customer incivility and employee anger, whereas prevention regulatory focus negatively moderates the relationship. Originality/value: Extant study has not explored customer incivility and employee retaliation relationship under moderated mediation influence of regulatory focus and employee anger, respectively.
AB - Purpose: The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation. Design/methodology/approach: This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk. Findings: The study results suggest that employee anger mediates the customer incivility and employee retaliation relationship. Further, the employee’s regulatory focus (namely, promotion and preventive regulatory focus) moderates this mediated relationship. Specifically, employee promotion regulatory focus positively moderates the relationship between customer incivility and employee anger, whereas prevention regulatory focus negatively moderates the relationship. Originality/value: Extant study has not explored customer incivility and employee retaliation relationship under moderated mediation influence of regulatory focus and employee anger, respectively.
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U2 - 10.1108/IJQSS-09-2021-0137
DO - 10.1108/IJQSS-09-2021-0137
M3 - Article
AN - SCOPUS:85127364647
SN - 1756-669X
VL - 14
SP - 442
EP - 464
JO - International Journal of Quality and Service Sciences
JF - International Journal of Quality and Service Sciences
IS - 3
ER -