Due to its prevalence and lasting implications, frontline employees’ (FLEs) experience of customer incivility has long occupied both managers and the human resources field as a whole. The current research employs the conservation of resources theory (COR) and justice theory to examine the influence of customer incivility on the customer problem-solving behaviour of FLEs via the mediation of employee burnout. Furthermore, it examines what alleviates the adverse influences of customer incivility by assessing the moderating roles of perceived supervisor justice and employee resilience. Using structural equation modelling (SEM), the research model is analysed based on a sample of 243 FLE-supervisor dyads in various hospitality organisations using a time-lagged research method, whereby supervisor-assessed FLEs’ customer problem-solving behaviours were also examined. The results demonstrate that customer incivility indirectly (via burnout) and directly has a negative influence on FLE willingness to engage in customer problem-solving behaviours. This influence is alleviated when a supervisor is perceived to be just and the employees are resilient. For managers, these research findings illustrate the significance of understanding what lessens the negative impact of customer incivility on the willingness to engage in customer problem-solving behaviours.

由于其普遍性和持久性影响，一线员工 (FLE) 对客户不礼貌的体验长期以来一直占据着管理者和整个人力资源领域。目前的研究采用资源守恒理论（COR）和正义理论，通过员工倦怠的中介来检验客户不文明行为对 FLE 客户问题解决行为的影响。此外，它通过评估感知到的主管正义和员工复原力的调节作用来研究如何减轻客户不文明行为的不利影响。使用结构方程模型 (SEM)，使用时滞研究方法，基于各种酒店组织中 243 个 FLE 主管二元组的样本分析研究模型，借此，还检查了主管评估的 FLE 的客户问题解决行为。结果表明，客户的不文明行为间接（通过倦怠）和直接对 FLE 参与客户解决问题行为的意愿产生负面影响。当主管被认为是公正的并且员工具有弹性时，这种影响就会得到缓解。对于管理者来说，这些研究结果说明了理解什么可以减少客户不文明行为对参与客户解决问题行为的意愿的负面影响的重要性。当主管被认为是公正的并且员工具有弹性时，这种影响就会得到缓解。对于管理者来说，这些研究结果说明了理解什么可以减少客户不文明行为对参与客户解决问题行为的意愿的负面影响的重要性。当主管被认为是公正的并且员工具有弹性时，这种影响就会得到缓解。对于管理者来说，这些研究结果说明了理解什么可以减少客户不文明行为对参与客户解决问题行为的意愿的负面影响的重要性。