Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate

In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-1...

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Autores principales: Kim, Bora, Yu, Heyao, Huang, Yidan, Lee, Seoki
Formato: Online Artículo Texto
Lenguaje:English
Publicado: The Authors. Published by Elsevier Ltd. 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10236940/
https://www.ncbi.nlm.nih.gov/pubmed/37284333
http://dx.doi.org/10.1016/j.ijhm.2023.103522
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author Kim, Bora
Yu, Heyao
Huang, Yidan
Lee, Seoki
author_facet Kim, Bora
Yu, Heyao
Huang, Yidan
Lee, Seoki
author_sort Kim, Bora
collection PubMed
description In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-19 vaccine mandate in the U.S. affects employees’ behavioral outcomes (i.e., stress spread between employees and turnover intention) via psychological mechanisms (i.e., stress and negative emotion) and when the relationship is moderated by personal (employee prosocial motivation) and organizational (supervisor support) characteristics. Findings show that customer incivility increases employee turnover intention as well as interpersonal conflicts at work via increased stress and negative emotions. These relationships are weakened when prosocial motivation of employees and the level of supervisor support is high. Findings expand the occupational stress model by specifically incorporating the context of the COVID-19 vaccine mandate and further provide implications for restaurant managers and policy makers.
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spelling pubmed-102369402023-06-02 Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate Kim, Bora Yu, Heyao Huang, Yidan Lee, Seoki Int J Hosp Manag Article In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-19 vaccine mandate in the U.S. affects employees’ behavioral outcomes (i.e., stress spread between employees and turnover intention) via psychological mechanisms (i.e., stress and negative emotion) and when the relationship is moderated by personal (employee prosocial motivation) and organizational (supervisor support) characteristics. Findings show that customer incivility increases employee turnover intention as well as interpersonal conflicts at work via increased stress and negative emotions. These relationships are weakened when prosocial motivation of employees and the level of supervisor support is high. Findings expand the occupational stress model by specifically incorporating the context of the COVID-19 vaccine mandate and further provide implications for restaurant managers and policy makers. The Authors. Published by Elsevier Ltd. 2023-08 2023-05-29 /pmc/articles/PMC10236940/ /pubmed/37284333 http://dx.doi.org/10.1016/j.ijhm.2023.103522 Text en © 2023 The Authors Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.
spellingShingle Article
Kim, Bora
Yu, Heyao
Huang, Yidan
Lee, Seoki
Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title_full Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title_fullStr Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title_full_unstemmed Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title_short Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
title_sort impact of customer incivility on restaurant employee stress spread and turnover: covid-19 vaccination mandate
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10236940/
https://www.ncbi.nlm.nih.gov/pubmed/37284333
http://dx.doi.org/10.1016/j.ijhm.2023.103522
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