The impact of customer incivility on employee negative emotions: an organizational culture perspective

The-Ngan Ma, Ying-Jung Yvonne Yeh, Han-Yu Lee and Hong Van Vu

Management Research Review, 2024, vol. 48, issue 1, 37-56

Abstract: Purpose - The primary purpose of this study is to analyze the effects of customer incivility on employees' negative emotions (i.e. anger, fear and sadness) considering the moderating role of organizational power distance. Design/methodology/approach - A survey sample comprising 312 service employees was collected from 51 Taiwanese and Vietnamese companies spanning different industries. Given the multilevel characteristics of the data structure, hierarchical linear modeling was used to rigorously test the proposed hypotheses. Findings - The results indicate a significant contribution of customer incivility to employees' negative emotions. Notably, this impact is more pronounced among employees in organizations characterized by low power distance compared to those in organizations with high power distance. Originality/value - This research significantly advances our understanding of the emotional repercussions of customer incivility on employees by integrating cognitive–motivational–relational theory and organizational culture perspectives. The findings not only provide valuable theoretical insights but also offer practical implications for effectively managing employee well-being in culturally diverse contexts. The study recognizes certain limitations and puts forth suggestions for future research directions.

Keywords: Customer incivility; Anger; fear; Sadness; Power distance (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eme:mrrpps:mrr-01-2024-0058

DOI: 10.1108/MRR-01-2024-0058

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