Does resilience buffer the negative effects of tolerance of workplace incivility in the hospitality context?

Poornima Madan, Shalini Srivastava (), Bhumika Gupta () and Prasoon Tripathi
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Poornima Madan: Jaipuria Institute of Management [Noida]
Shalini Srivastava: Jaipuria Institute of Management [Noida]
Bhumika Gupta: LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], IMT-BS - MMS - Département Management, Marketing et Stratégie - TEM - Télécom Ecole de Management - IMT - Institut Mines-Télécom [Paris] - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], ETHOS - Ethique, Technologies, Humains, Organisations, Société - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris]
Prasoon Tripathi: IMT - Institute of Management Technology [Ghaziabad]

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Abstract: The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological contract violation as a mediator and resilience as a moderator. Through the online platform Prolific Academic, we evoked the COR theory to test the hypothesized relationships from the data from 329 hotel employees in the UK and USA. Utilizing PLS-SEM, the results show a positive and significant association between tolerance of workplace incivility and psychological contract violation. The present study's novelty signifies how psychological contract violation significantly mediates the relationship between tolerance of workplace incivility and OCB and between tolerance of workplace incivility and emotional exhaustion. Furthermore, another notable finding of the study is that resilience was not a significant moderator in the relationship between psychological contract violation and OCB and between psychological contract violation and emotional exhaustion. Our findings suggest a noteworthy cognizance of advancing the theoretical and practical application of tolerance of workplace incivility and psychological contract violation in hospitality organizations.

Keywords: Tolerance of workplace incivility; Resilience; Emotional exhaustion; COR theory; Psychological contract violation; Organizational citizenship behavior (search for similar items in EconPapers)
Date: 2025-04
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Published in International Journal of Hospitality Management, 2025, 126, pp.104005. ⟨10.1016/j.ijhm.2024.104005⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04821867

DOI: 10.1016/j.ijhm.2024.104005

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