| Summary: | 碩士 === 國立屏東科技大學 === 企業管理系所 === 102 === In service industries, service providers are required to show appropriate emotions toward customers, however, we cannot expect everyone to be naturally kind. Sliter et al. (2012) pointed out that employees frequently experience customers’ uncivil behaviors every day. However, due to organizational regulation control, they can only endure such encounters. As this goes on, the inability to express their negative emotions could lead them to act counterproductively(Spector &; Fox, 2002). It may result in physical and psychological symptoms(Lim &; Magley, 2008). Therefore, companies should pay great attention to prevent their employees from getting affected by uncivil customers. Previous studies focused on customer deviance that categorized as follow: high-intensity with clear intent to harm the target and less attention on low-intensity with ambiguous deviant behaviors that is incivility. This study is based on an occupational stress process model to understand the impact of customer incivility on employees’ negative work-related behaviors and also to examine service climate as group level of moderation effect on the relationship.
This study highlights the surveys that were conducted at restaurants and hotels which has Professional Training Services in five municipalities of Taiwan. In order to avoid common method variance (CMV), paired questionnaires were distributed to first-line service providers, the supervisors. A total of 36 groups responded to the survey conducted which include 176 supervisor other-report questionnaire responses, 176 subordinate self-report questionnaire responses. A total of 352 answered questionnaires were received. Using Mplus, we carried out the multiple linear analyses to conduct the research. The results showed that: emotional exhaustion mediates the relationship between customer incivility towards employee incivility and turnover intention. Besides that, we also obtained results which were totally different from the previous studies. For instance, if an employee experiences customer incivility cases frequently in his workplace and at the same time, having high cognition of service climate, it would result in him experiencing a higher level of emotional exhaustion.
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