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.

为了应对近代历史上前所未有的大流行，美国的 COVID-19 疫苗接种规定导致酒店运营和客户体验发生重大变化和中断。本研究的主要目标是检查美国 COVID-19 疫苗授权引起的客户不文明行为是否以及如何通过心理机制（即压力和消极情绪）影响员工的行为结果（即员工之间的压力传播和离职意向）情绪）以及当这种关系受到个人（员工亲社会动机）和组织（主管支持）特征的调节时。调查结果表明，客户的不礼貌会增加员工的离职意向，并通过增加压力和负面情绪来增加工作中的人际冲突。当员工的亲社会动机和主管支持水平很高时，这些关系就会减弱。研究结果通过具体结合 COVID-19 疫苗授权的背景来扩展职业压力模型，并进一步为餐厅经理和政策制定者提供启示。