The Impact of Customer Bullying on Employees’ Job Performance: The Locus of Control as a Moderating Effect

He Gao, Zheng Feng and Zhang Zhao

Emerging Markets Finance and Trade, 2021, vol. 57, issue 5, 1333-1348

Abstract: This paper studies the impact of customer bullying on employees’ job performance at a sample of Chinese tourism industry companies, such as travel agencies and airlines, from the perspective of the moderating effects of employees’ locus of control. The results show that the locus of control negatively moderates the effect of customer bullying on employees’ job satisfaction, while job satisfaction plays a partially mediating role on the impact of customer bullying on employee’s job performance. That is, the higher the external locus of control, the lower the negative impact of customer bullying on employees’ job performance. The conclusions suggest that tourism industry companies can reduce the impact of customer bullying on employees’ job performance by selecting employees with an external locus of control personality, and offering specialized training to deal with customer bullying.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:mes:emfitr:v:57:y:2021:i:5:p:1333-1348

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DOI: 10.1080/1540496X.2019.1708322

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