The impact of customer incivility on employee outcomes in the hotel industry with the moderating role of organizational control: The case of two seasons hotel and resorts

• Main Authors: Cea, Selena F., Fundales, Maria Noella Coreen C., Peñaloza, Aliyah C., So, Kimberlyn Mae Y.
• Format: text
• Language: English
• Published: Animo Repository 2023
• Subjects: Consumer behavior; Customer relations; Hotels—Customer services; Hospitality Administration and Management
• Online Access: https://animorepository.dlsu.edu.ph/etdb_dsi/149; https://animorepository.dlsu.edu.ph/context/etdb_dsi/article/1156/viewcontent/The_Impact_of_Customer_Incivility2_on_Employee_Outcomes_in_the_Hot_Redacted.pdf
• Institution: De La Salle University

This research aims to identify the effects of customer incivility on the performance of frontline employees in Two Seasons Hotel and Resorts and how different levels of organizational control methods moderate the relationship between customer incivility and employee outcomes. Changing times call for new ways of handling the service industry. However, despite the many changes that the pandemic has brought to the hotel and restaurant service industries, customer incivility remains a constant challenge that those in the service industry must anticipate and take seriously. To be able to do this, the researchers surveyed 125 employees of Two Seasons Hotel and Resorts regarding their experiences with customer incivility and their performance, as well as the level of organizational control they experience in their workplace. Responses to the survey are then analyzed using various quantitative analysis methods. To have a more qualitative analysis of the case, the researchers interviewed 17 rank-and-file employees and top management of Two Seasons Hotel and Resorts. Their responses to the interview questions gave the researchers a more comprehensive interpretation of the results of the quantitative data they gathered. The combination of the quantitative and qualitative data collected by the researchers allowed a more thorough understanding of the case being studied. Although customer incivility is usually expected to have a negative effect on the performance of service employees, this research investigated the long-term positive effects of customer incivility on employees and how the impact of organizational control helps in decreasing even further the possible negative impact of customer incivility on employee outcome, making it a reliable moderating variable in improving employee performance despite many adversaries in the workplace. Keywords: Customer incivility, organizational control, employee outcomes, hotel industry, human resource management, frontline employees