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

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  • 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
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    References listed on IDEAS

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    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.
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    Cited by:

    1. 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.
    2. 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.
    3. 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).
    4. 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).
    5. 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.

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