Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness

Do Uyen Tam () and Nguyen Thi Mai Trang
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Do Uyen Tam: UEH University
Nguyen Thi Mai Trang: UEH University

Service Business, 2024, vol. 18, issue 3, No 2, 395-416

Abstract: Abstract Drawing on conservation resources theory, this study examined the relationships between customer incivility, supervisor incivility, and job performance. The study also investigated the mediating role of psychological distress and the moderating role of mindfulness in the above relationships. The findings, based on a data set collected from frontline employees working at an airport terminal in Vietnam, showed that psychological distress mediated the impacts of both customer incivility and supervisor incivility on extra-role performance but not on in-role performance. Finally, mindfulness mitigated the negative effects of both customer incivility and supervisor incivility on psychological distress. These findings offer a number of implications for theory and practice.

Keywords: Workplace incivility; Psychological distress; In-role performance; Extra-role performance; Mindfulness (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s11628-024-00565-z

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