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Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods
Service Business ( IF 5.236 ) Pub Date : 2021-08-06 , DOI: 10.1007/s11628-021-00456-7
Yuhyung Shin 1 , Hansol Hwang 1 , Won-Moo Hur 2
Affiliation  

The purpose of our study was to assess the effects of customer incivility and abusive supervision on employee performance during the pre- and post-COVID-19 periods. Our two-wave panel data collected from South Korean frontline service employees revealed that the indirect effect of customer incivility on job performance through emotional exhaustion became more pronounced after the onset of the pandemic. Furthermore, during the pandemic, customer incivility exerted a greater indirect effect on job performance through emotional exhaustion than abusive supervision. These findings offer insights for effectively managing frontline service employees’ stress in times of crisis, including pandemics.



中文翻译:

客户不文明和滥用监督对员工绩效的影响:对 COVID-19 前后时期的比较研究

我们研究的目的是评估在 COVID-19 前后期间客户的不文明行为和滥用监督对员工绩效的影响。我们从韩国一线服务员工那里收集的两波面板数据显示,在大流行开始后,客户不文明行为通过情绪衰竭对工作绩效的间接影响变得更加明显。此外,在大流行期间,与滥用监督相比,客户的不文明行为通过情绪耗竭对工作绩效产生了更大的间接影响。这些发现为有效管理一线服务员工在危机时期(包括流行病)的压力提供了见解。

更新日期:2021-08-09
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