Customer incivil behavior and employee retaliation

Arpita Agnihotri, Saurabh Bhattacharya

Research output: Contribution to journalArticlepeer-review

5 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)442-464
Number of pages23
JournalInternational Journal of Quality and Service Sciences
Volume14
Issue number3
DOIs
StatePublished - Aug 10 2022

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting (miscellaneous)

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