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Navigating Unpleasant Interactions: The Influence of Customer Mistreatment on Hospitality Employee Responses Employing Mindfulness as a Moderator

Author

Listed:
  • Jie Yin

    (Department of Exhibition Economy and Management, College of Tourism, Huaqiao University, Quanzhou 362021, China)

  • Yensen Ni

    (Department of Management Sciences, Tamkang University, No. 151, Yingzhuan Rd., Tamsui Dist., New Taipei City 251301, Taiwan)

  • Yangchu Fan

    (Department of Management Sciences, Tamkang University, No. 151, Yingzhuan Rd., Tamsui Dist., New Taipei City 251301, Taiwan)

  • Yuhsin Chen

    (Department of Accounting, Chung Yuan Christian University, Taoyuan City 320314, Taiwan)

Abstract

Customer mistreatment may be an unavoidable issue for the hospitality industry. Based on the Pressure–State–Response (PSR) framework, this study investigates the process of employees’ pressure, state, and responses to customer mistreatment with the moderation of mindfulness. By using structure modeling equation techniques, we find that employees with high levels of mindfulness can mitigate the impact of customer mistreatment on emotional exhaustion; however, this study unexpectedly found that mindfulness can enhance the impact of emotional exhaustion on turnover intention. This study concludes that instead of conflicting with customers, resulting in their emotional exhaustion, these employees with mindfulness may deal with customer emotions, avoiding the immediate negative impact of customer mistreatment, which is beneficial for hospitality enterprises, particularly given the present state of competition in the industry. Even so, we find that these employees with high-level mindfulness may recognize reality rather than become confused in such circumstances and may choose to leave to find a new job. As such, there is still room for future research into ways to cope with customer mistreatment without increasing the turnover intention of such employees.

Suggested Citation

  • Jie Yin & Yensen Ni & Yangchu Fan & Yuhsin Chen, 2023. "Navigating Unpleasant Interactions: The Influence of Customer Mistreatment on Hospitality Employee Responses Employing Mindfulness as a Moderator," Sustainability, MDPI, vol. 15(19), pages 1-17, September.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:19:p:14288-:d:1248989
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    References listed on IDEAS

    as
    1. Aslı Ersoy & Zahid Mahmood & Shahbaz Sharif & Nazlı Ersoy & Rüya Ehtiyar, 2023. "Exploring the Associations between Social Support, Perceived Uncertainty, Job Stress, and Emotional Exhaustion during the COVID-19 Crisis," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    2. Hyo-Sun Jung & Hye-Hyun Yoon, 2022. "The Effect of Social Undermining on Employees’ Emotional Exhaustion and Procrastination Behavior in Deluxe Hotels: Moderating Role of Positive Psychological Capital," Sustainability, MDPI, vol. 14(2), pages 1-13, January.
    3. Xinqi Du & Md Sohel Chowdhury & Dae-seok Kang, 2022. "Reducing the Negative Effects of Abusive Supervision: A Step towards Organizational Sustainability," Sustainability, MDPI, vol. 15(1), pages 1-15, December.
    4. Panditharathne Nishantha Kumara Wijesekara Panditharathne & Zhixia Chen, 2021. "An Integrative Review on the Research Progress of Mindfulness and Its Implications at the Workplace," Sustainability, MDPI, vol. 13(24), pages 1-27, December.
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