ABSTRACT

Although a substantial number of studies on customer uncivil behaviors (CUBs) have been conducted, there has not been a systematic review or a comprehensive analysis of this topic in the hospitality context. This meta-analysis integrated prior studies and examined various moderators between CUB and employee outcomes. The results, based on 45 independent studies and 12,236 employees, indicated that CUB has a relatively large positive effect on employee burnout, revenge intention, and incivility toward coworkers. In contrast, the negative relationship between CUB and employees’ job satisfaction and service performance was not supported. We also examined how national culture (i.e., uncertain avoidance, individualism, long-term orientation) and the research design (i.e., data sources and time points) of the samples influence the relationships between CUB and employee outcomes. Finally, we provide detailed directions for future research to improve CUB research in the hospitality context.

摘要

尽管已经进行了大量关于客户不文明行为 (CUB) 的研究，但在酒店环境中还没有对该主题进行系统评价或全面分析。这项荟萃分析整合了先前的研究，并检查了 CUB 和员工结果之间的各种调节因素。基于 45 项独立研究和 12,236 名员工的结果表明，CUB 对员工倦怠、报复意图和对同事的不文明行为有较大的积极影响。相比之下，CUB与员工工作满意度和服务绩效之间的负相关关系不被支持。我们还研究了民族文化（即不确定的回避、个人主义、长期导向）和研究设计（即，样本的数据来源和时间点）影响 CUB 和员工成果之间的关系。最后，我们为未来的研究提供了详细的方向，以改进酒店环境中的 CUB 研究。