Impact of customer incivility on shippers in Ho Chi Minh City and the moderating role of peer support
Authors
DOI: https://doi.org/10.57110/vnu-jeb.v5i5.428Keywords:
Customer incivility, service performance, service sabotage, revengeReferences
Al-Hawari, M. A., Bani-Melhem, S., & Quratulain, S. (2020). Do frontline employees cope effectively with abusive supervision and customer incivility? Testing the effect of employee resilience. Journal of Business and Psychology, 35(2), 223-240.
Auh, S., Menguc, B., Thompson, F. M., & Uslu, A. (2024). Conflict-solving as a mediator between customer incivility and service performance. The Service Industries Journal, 44(5-6), 342-377.
Balaji, M. S., Jiang, Y., Singh, G., & Jha, S. (2020). Letting go or getting back: How organization culture shapes frontline employee response to customer incivility. Journal of Business Research, 111, 1-11.
Bani-Melhem, S., Quratulain, S., & Al-Hawari, M. A. (2020). Customer incivility and frontline employees’ revenge intentions: interaction effects of employee empowerment and turnover intentions. Journal of Hospitality Marketing & Management, 29(4), 450-470
Bảo, Q. T., Thị, T. N., Ngọc, K. N., Thu, P. N., Ánh, T. N. T., Khánh, T. D., & Minh, H. N. (2024). Yếu tố nào tác động đến chất lượng dịch vụ giao hàng chặng cuối trong đô thị-Trường hợp nghiên cứu của Grabfood ở Hà Nội. Tạp chí Khoa học Giao thông vận tải, 75(5), 1707-1721.
Boukis, A., Koritos, C., Daunt, K. L., & Papastathopoulos, A. (2020). Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management, 77, 103997.
Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of cross-cultural psychology, 1(3), 185-216.
Cheng, B., Guo, G., Tian, J., & Shaalan, A. (2020). Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, 32(5), 1737-1754.
Gao, W., Weng, Q., Popelnukha, A., & Sungu, L. J. (2024). Their bad experiences make me think twice: Customer‐to‐colleague incivility, self‐reflection, and improved service delivery. Applied Psychology.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European business review, 26(2), 106-121.
Hobfoll, S. E. (1989). Conservation of resources: a new attempt at conceptualizing stress. American psychologist, 44(3), 513.
Hwang, Y., Wang, X., & Guchait, P. (2022). When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms. International Journal of Contemporary Hospitality Management, 34(11), 4227-4244.
Hu, H. H. H. S., Lai, H. S. H., & King, B. (2020). Restaurant employee service sabotage and customer deviant behaviors: The moderating role of corporate reputation. Journal of Hospitality & Tourism Research, 44(7), 1126-1152.
Hur, W. M., Shin, Y., & Shin, G. (2022). Daily relationships between customer incivility, organizational control, self-efficacy, and service performance. Journal of Retailing and Consumer Services, 69, 103092.
Kuriakose, V., & Sreejesh, S. (2023). Co-worker and customer incivility on employee well-being: Roles of helplessness, social support at work and psychological detachment-a study among frontline hotel employees. Journal of Hospitality and Tourism Management, 56, 443-453
Sliter, M., & Jones, M. (2016). A qualitative and quantitative examination of the antecedents of customer incivility. Journal of Occupational Health Psychology, 21(2), 208–219.
Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33(1), 121-139.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of applied psychology, 88(1), 179.
Walker, D. D., Van Jaarsveld, D. D., & Skarlicki, D. P. (2017). Sticks and stones can break my bones but words can also hurt me: The relationship between customer verbal aggression and employee incivility. Journal of applied psychology, 102(2), 163.
Wang, Y., Wang, T., & Gui, C. (2022). A meta-analysis of customer uncivil behaviors in hospitality research. Journal of Hospitality Marketing & Management, 31(3), 265-289.
Xanthopoulou, D., Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2007). The role of personal resources in the job demands-resources model. International journal of stress management, 14(2), 121.
Yang, F. X., & Lau, V. M. C. (2019). Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees. International Journal of Hospitality Management, 83, 1-10.
Zhan, X., Guo, Y., Yang, Y., Li, Z., & Li, X. (2023). Why can customer incivility be contagious in the service context? A resource scarcity perspective. International Journal of Hospitality Management, 109, 103418.
Zhu, J. N., Lam, L. W., & Lai, J. Y. (2019). Returning good for evil: A study of customer incivility and extra-role customer service. International Journal of Hospitality Management, 81, 65-72.
Downloads
Published
Abstract View
PDF Downloaded
How to Cite
Issue
Section
License
Copyright (c) 2025 Nguyễn Mỹ Phúc, Ngô Quang Huân, Nguyễn Viết Bằng

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
by VNU Journal of Economics and Business


