Customer mistreatment behavior and hotel employee organizational citizenship behavior

Ji Wen, Yina Li and Pingping Hou

Nankai Business Review International, 2016, vol. 7, issue 3, 322-344

Abstract: Purpose - This study mainly aims to examine the mediating effect of perceived organizational support (POS) and the moderating effect oflocusof control and job autonomy on the relationship between customer mistreatment behavior and organizational citizenship behavior. Design/methodology/approach - Through a questionnaire survey of 231 employees and their direct supervisors of five hotels in Guangzhou. This paper analyzed five variables (customer mistreatment, POS,locusof control, job autonomy and organizational citizenship behavior) relationships through a variety of data analysis. Findings - Results indicate that customer mistreatment behavior has a negative effect on employees’ organizational citizenship behavior. The relationship between customer mistreatment behavior and employees’ organizational citizenship behavior is partially mediated by employees’ POS. Staffs’locusof control and job autonomy can modulate the relationship between customers’ mistreatment behavior and POS. Furthermore, the indirect mediating effect of POS on customer mistreatment behavior is revealed. The organizational citizenship behavior linkage is significant only to staff who perceived they have a high level of job autonomy and a highlocusof control. Practical implications - Hotels are advised to provide organizational support and the management of customer mistreatment behavior so as to reflect their employees’ value, seek service innovation and promote production efficiency in practice. Furthermore, it maintains and promotes operational efficiency for service organizations and means the organization pays more attention to meet the social, emotional and psychological needs of its employees. Originality/value - This article reveals the mechanism relationship between customer mistreatment behavior and employee organizational citizenship behavior. First, it defines the concept of customer mistreatment in the hotel industry and enriches the related research. Second, the study, from the perspective of customer mistreatment, has opened up a new view of organizational citizenship behavior research. Third, we built a research model and it is helpful to grasp the inner mechanism between customer mistreatment and employees’ organizational citizenship behavior. Fourth, this research benefits service organizations so as to maintain and improve their operation efficiency. Furthermore, it can have theoretical guidance for service-oriented organizations to develop a harmonious consumption culture and organizational culture.

Keywords: Organizational citizenship behavior; Perceived organizational support; Customer mistreatment behavior; Hotel frontline employee (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:eme:nbripp:v:7:y:2016:i:3:p:322-344

DOI: 10.1108/NBRI-02-2016-0009

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