IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v16y2022i2d10.1007_s11628-021-00456-7.html
   My bibliography  Save this article

Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods

Author

Listed:
  • Yuhyung Shin

    (Hanyang University)

  • Won-Moo Hur

    (Inha University)

  • Hansol Hwang

    (Hanyang University)

Abstract

The purpose of our study was to assess the effects of customer incivility and abusive supervision on employee performance during the pre- and post-COVID-19 periods. Our two-wave panel data collected from South Korean frontline service employees revealed that the indirect effect of customer incivility on job performance through emotional exhaustion became more pronounced after the onset of the pandemic. Furthermore, during the pandemic, customer incivility exerted a greater indirect effect on job performance through emotional exhaustion than abusive supervision. These findings offer insights for effectively managing frontline service employees’ stress in times of crisis, including pandemics.

Suggested Citation

  • Yuhyung Shin & Won-Moo Hur & Hansol Hwang, 2022. "Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 309-330, June.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:2:d:10.1007_s11628-021-00456-7
    DOI: 10.1007/s11628-021-00456-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-021-00456-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-021-00456-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen, 2021. "The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 209-229, June.
    2. Sang M. Lee & DonHee Lee, 2020. "Correction to: Healthcare wearable devices: an analysis of key factors for continuous use intention," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 577-577, December.
    3. José Antonio Belso-Martínez & Alicia Mas-Tur & Mariola Sánchez & María José López-Sánchez, 2020. "The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 387-411, September.
    4. Jaehun Joo & Matthew Minsuk Shin, 2020. "Resolving the tension between full utilization of contact tracing app services and user stress as an effort to control the COVID-19 pandemic," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 461-478, December.
    5. Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
    6. Sang M. Lee & DonHee Lee, 2020. "Healthcare wearable devices: an analysis of key factors for continuous use intention," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 503-531, December.
    7. Guohong Helen Han & P. D. Harms & Yuntao Bai, 2017. "Nightmare Bosses: The Impact of Abusive Supervision on Employees’ Sleep, Emotions, and Creativity," Journal of Business Ethics, Springer, vol. 145(1), pages 21-31, September.
    8. Su-Ying Pan & Katrina Jia Lin, 2018. "Who Suffers When Supervisors are Unhappy? The Roles of Leader–Member Exchange and Abusive Supervision," Journal of Business Ethics, Springer, vol. 151(3), pages 799-811, September.
    9. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    10. Stijn Decoster & Jeroen Camps & Jeroen Stouten, 2014. "The mediating role of LMX between abusive supervision and work behaviors," American Journal of Business, Emerald Group Publishing Limited, vol. 29(1), pages 61-75, April.
    11. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Agnihotri, Arpita & Bhattacharya, Saurabh & Gupta, Suraksha, 2023. "Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?," Journal of Business Research, Elsevier, vol. 165(C).
    2. Nataliya Nerobkova & Soo Young Kim & Eun-Cheol Park & Jaeyong Shin, 2022. "Workplace Mistreatment and Health Conditions Prior and during the COVID-19 in South Korea: A Cross-Sectional Study," IJERPH, MDPI, vol. 19(20), pages 1-11, October.
    3. Mahmoud AlZgool & Qais AlMaamari & Soleman Mozammel & Hyder Ali & Sohel M. Imroz, 2023. "Abusive Supervision and Individual, Organizational Citizenship Behaviour: Exploring the Mediating Effect of Employee Well-Being in the Hospitality Sector," Sustainability, MDPI, vol. 15(4), pages 1-14, February.
    4. Paul Dung Gadi, 2022. "Workplace incivility and intention to quit among Civil Servants. The moderating role of gender ," GATR Journals gjbssr617, Global Academy of Training and Research (GATR) Enterprise.
    5. Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sang-Heui Lee & Christine E. Fogliasso & Seunghye Jung & M. Minsuk Shin & Connie Shum, 2023. "User psychological states and enterprise information systems adoption: evidence from the United States, Zimbabwe, South Korea, and Paraguay," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 477-497, June.
    2. Mingyu Park & Youngjung Geum, 2021. "On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 539-561, September.
    3. Victor Cabral & Willem Winden, 2022. "The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 257-281, June.
    4. Marinko Skare & Domingo Riberio Soriano, 2022. "Explaining COVID-19 shock wave mechanism in the European service industry using convergence clubs analysis," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 283-307, June.
    5. Huarng, Kun-Huang & Yu, Tiffany Hui-Kuang & Lee, Cheng fang, 2022. "Adoption model of healthcare wearable devices," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    6. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
    7. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.
    8. Yuntao Bai & Lili Lu & Li Lin-Schilstra, 2022. "Auxiliaries to Abusive Supervisors: The Spillover Effects of Peer Mistreatment on Employee Performance," Journal of Business Ethics, Springer, vol. 178(1), pages 219-237, June.
    9. Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen, 2021. "The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 209-229, June.
    10. Hayat, Naeem & Salameh, Anas A. & Malik, Haider Ali & Yaacob, Mohd Rafi, 2022. "Exploring the adoption of wearable healthcare devices among the Pakistani adults with dual analysis techniques," Technology in Society, Elsevier, vol. 70(C).
    11. Mahmoud Al-shami & Rawad Abdulghafor & Abdulaziz Aborujilah & Abubakar Yagoub & Sherzod Turaev & Mohammed A. H. Ali, 2023. "COVID-19 Tracking Applications Acceptance among General Populace: An Overview in Malaysia," Sustainability, MDPI, vol. 15(5), pages 1-13, February.
    12. Santos-Vijande, María Leticia & Gómez-Rico, Mar & Molina-Collado, Arturo & Davison, Robert M., 2022. "Building user engagement to mhealth apps from a learning perspective: Relationships among functional, emotional and social drivers of user value," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    13. K Akdim & Luis V. Casaló, 2023. "Perceived value of AI-based recommendations service: the case of voice assistants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 81-112, March.
    14. Messner, Wolfgang, 2023. "The contingency impact of culture on health security capacities for pandemic preparedness: A moderated Bayesian inference analysis," Journal of International Management, Elsevier, vol. 29(5).
    15. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    16. Vanda Veréb & Helena Nobre & Minoo Farhangmehr, 2022. "Cosmopolitan tourists: the most resilient travellers in the face of COVID-19," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 503-527, September.
    17. Chin‐wei Huang & Hsiao‐Yin Chen, 2023. "Using nonradial metafrontier data envelopment analysis to evaluate the metatechnology and metafactor ratios for the Taiwanese hotel industry," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(4), pages 1904-1919, June.
    18. Adil Zahoor & Mushtaq Ahmad Siddiqi, 2023. "Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer," Vision, , vol. 27(2), pages 178-188, April.
    19. Roberto De Fazio & Roberta Proto & Carolina Del-Valle-Soto & Ramiro Velázquez & Paolo Visconti, 2022. "New Wearable Technologies and Devices to Efficiently Scavenge Energy from the Human Body: State of the Art and Future Trends," Energies, MDPI, vol. 15(18), pages 1-37, September.
    20. Stephanie Reitzinger & Astrid Pennerstorfer, 2021. "The size–growth relationship in the social services sector in Austria," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 445-466, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:16:y:2022:i:2:d:10.1007_s11628-021-00456-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.