초록 열기/닫기 버튼
The present study thus investigated how frontline service employees’ (FSEs) perceptions of customer incivility and abusive supervision in five-star hotels affect their stress levels and customer-oriented boundary-spanning behaviors (COBSB). The data used for the present study were collected in 2018 from FSEs of five-star hotels in Seoul, South Korea, by following a two-phase data collection procedure. The results show that customer incivility has a significant positive relationship with employee stress, but this incivility does not have a significant impact on COBSB. These results appear to confirm that employee stress completely mediates the relationship between customer incivility and COBSB. It indicated that customer incivility does not directly reduce COBSB, but instead increases employee stress and thus reduces COBSB. Also, abusive supervision also increases employee stress and significantly reduces COBSB, with stress partially mediating the relationship between abusive supervision and COBSB.
