 Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?Arpita Agnihotri, Saurabh Bhattacharya and Suraksha Gupta Journal of Business Research, 2023, vol. 165, issue C Abstract: Leveraging moral disengagement theory, the objective of this study is to explore the underlying mechanisms and boundary conditions under which frontline employees withdraw from customer-oriented citizenship behavior (CCB) in response to customer incivility. We test moderated mediation models in the hotel context using a three-wave survey with 307 employee–supervisor dyads. Our findings suggest that employees encountering uncivil customer interactions withdraw more from CCB. This relationship is mediated by moral disengagement. Moral identity and ethical climate moderate this mediated relationship such that when moral identity and perceived ethical climate are high, there is less moral disengagement in response to uncivil behavior. Consequently, withdrawal from CCB is also less in the presence of high values of these moderators. Our findings have implications for frontline employees’ management. Keywords: Customer uncivil behavior; Moral disengagement; Moral identity; Ethical clime; Customer citizenship behavior (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:165:y:2023:i:c:s0148296323003855 DOI: 10.1016/j.jbusres.2023.114027 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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