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Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness

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  • Do Uyen Tam

    (UEH University)

  • Nguyen Thi Mai Trang

    (UEH University)

Abstract

Drawing on conservation resources theory, this study examined the relationships between customer incivility, supervisor incivility, and job performance. The study also investigated the mediating role of psychological distress and the moderating role of mindfulness in the above relationships. The findings, based on a data set collected from frontline employees working at an airport terminal in Vietnam, showed that psychological distress mediated the impacts of both customer incivility and supervisor incivility on extra-role performance but not on in-role performance. Finally, mindfulness mitigated the negative effects of both customer incivility and supervisor incivility on psychological distress. These findings offer a number of implications for theory and practice.

Suggested Citation

  • Do Uyen Tam & Nguyen Thi Mai Trang, 2024. "Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness," Service Business, Springer;Pan-Pacific Business Association, vol. 18(3), pages 395-416, December.
    • Handle: RePEc:spr:svcbiz:v:18:y:2024:i:3:d:10.1007_s11628-024-00565-z
    DOI: 10.1007/s11628-024-00565-z
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    References listed on IDEAS

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    1. Mahadzirah Mohamad & Asyraf Afthanorhan* & Zainudin Awang & Morliyati Mohammad, 2019. "Comparison Between CB-SEM and PLS-SEM: Testing and Confirming the Maqasid Syariah Quality of Life Measurement Model," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(3), pages 608-614, 03-2019.
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