Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance
Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance
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DOI：
10.1108/ijchm-04-2015-0205
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发表时间：
2016-01-01
影响因子：
11.1
通讯作者：
Lee, Kyung Hee
中科院分区：
文献类型：
--
作者：
Cho, Meehee;Bonn, Mark A.;Lee, Kyung Hee
目的 - 本研究旨在更好地了解由顾客、主管和同事造成的工作场所不文明行为对餐厅一线服务员工造成的后果。还测试了感知组织支持（POS）和情绪调节能力（ERA）的调节作用，以确定减少工作场所不文明行为对餐厅一线服务员工情绪耗竭的负面影响的可能性。设计/方法/途径——利用从239名餐厅一线服务员工获得的数据，使用35项工具来评估工作场所不文明行为及其对情绪耗竭、感知服务绩效、POS和ERA的影响。使用结构方程模型来检验假设。采用多组方法研究 POS 和 ERA 对工作场所不文明行为、情绪耗竭和感知服务绩效之间关系的调节作用。研究结果 - 结果表明，工作场所不文明行为显着增加情绪耗竭，并进一步导致工作服务绩效水平较低。研究发现，顾客的不礼貌行为最容易导致情绪疲惫，其次是主管的不礼貌行为。此外，结果还证实，POS 和 ERA 在调节工作场所不文明行为、情绪疲惫和感知服务绩效之间的关系方面发挥着重要作用。根据本研究的结果，为制定成功的员工管理策略提供了理论和实践意义。 实践意义 - 结果表明了与餐厅一线服务员工相关的具体实际管理意义。这项研究的研究结果建议制定更有效的支持计划，旨在消除涉及工作场所不文明行为的潜在情况。研究结果进一步强调了员工 ERA 对不文明行为和一线服务绩效的影响的重要作用。提出了关于具体战略方向的建议，管理层应考虑招聘和选择最合适的员工担任餐厅一线服务职位。 原创性/价值——本研究的概念研究旨在同时解决工作场所不文明行为的所有三个方面，以研究它们如何影响员工情绪和工作绩效。
Purpose - This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees.Design/methodology/approach - Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. Astructural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance.Findings - Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study's findings, theoretical and practical implications are offered for developing successful employee management strategies.Practical implications - Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study's research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions.Originality/value - The current study's conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.