Frontline hotel employees (FHEs) experience increased stresses, some of which result from customer misbehavior (CMB). This study answers a significant gap on a holistic view (i.e., combining both individual and organizational perspectives) of the mechanisms underlying the association between CMB and employee counterproductive behavior (CPB). To that end, we investigate the impact of CMB on FHEs’ mental health problems (MHPs) and their possible CPB. We also examine the moderating effects of organizational support (OS) and psychological resilience (PsyR) in this setting. An explanatory sequential mixed-method design was employed, using a three-stage survey and semi-structured interviews with FHEs in France. The findings show that CMB positively affects FHEs’ MHPs, which results in their increased CPB. Additionally, OS and PsyR act as moderators, reducing the positive effects of CMB on FHEs’ MHPs and CPB respectively. The findings imply that organizations should support employees and assist them in improving their PsyR.

一线酒店员工 (FHE) 承受着越来越大的压力，其中一些是由客户不当行为 (CMB) 造成的。本研究回答了关于 CMB 与员工反生产行为 (CPB) 之间关联机制的整体观点（即结合个人和组织观点）的重大差距。为此，我们调查了 CMB 对 FHE 的心理健康问题 (MHP) 及其可能的 CPB 的影响。我们还研究了在这种情况下组织支持 (OS) 和心理弹性 (PsyR) 的调节作用。采用解释性顺序混合方法设计，使用三阶段调查和对法国 FHE 的半结构化访谈。研究结果表明，CMB 对 FHE 的 MHP 产生积极影响，从而导致其 CPB 增加。此外，OS 和 PsyR 充当主持人，分别降低 CMB 对 FHE 的 MHP 和 CPB 的积极影响。调查结果表明，组织应该支持员工并帮助他们提高 PsyR。