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How ostracism jeopardizes customers' interests at restaurants: a study in context of COVID-19

Author

Listed:
  • Ambreen Sarwar
  • Muhammad Ibrahim Abdullah
  • Muhammad Kashif Imran
  • Nazia Rafiq

Abstract

Purpose - With theoretical underpinnings in the conservation of resources theory, this research aims at understanding the link between workplace ostracism (WPO) and its effects on customers' interests in the context of COVID-19, with the mediation of stress and moderation of self-efficacy (SE). Design/methodology/approach - The study followed a time-lagged design. A sample of 217 frontline employees working in the food sector of southern Punjab, Pakistan, responded to the study questions using the survey method with structured questionnaires. A Statistical Package for the Social Sciences (SPSS) tool was utilized for data analysis with bootstrapping and PROCESS macro. Findings - The findings show that an important mechanism by which ostracism translates into customer service sabotage (CSS) is the increase in perceived stress levels of the employees. Additionally, SE was found to be an important personal resource that acts as a moderator in the said relationship. Practical implications - Employees with high SE sense less workplace stress even during a pandemic. Leadership should consider the stress-alleviating effect of SE for lessening the damaging influence of WPO on customers. Originality/value - The study fills an important empirical gap in the context of the COVID-19 pandemic, by showing that due to resource loss perceived by employees while being targeted by ostracism, they may decide to transfer their frustration towards organizational customers by sabotaging their service experience.

Suggested Citation

  • Ambreen Sarwar & Muhammad Ibrahim Abdullah & Muhammad Kashif Imran & Nazia Rafiq, 2022. "How ostracism jeopardizes customers' interests at restaurants: a study in context of COVID-19," Journal of Asian Business and Economic Studies, Emerald Group Publishing Limited, vol. 30(3), pages 210-225, July.
  • Handle: RePEc:eme:jabesp:jabes-12-2021-0215
    DOI: 10.1108/JABES-12-2021-0215
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    More about this item

    Keywords

    Stress; Self-efficacy; Workplace ostracism; Customer service sabotage; COVID-19; M10; M12; M14; M19;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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