This study investigates the mediating role of job satisfaction in the effect of customer incivility on work effort (including the dimensions of time commitment and work intensity) and the intention to quit. Data were collected via questionnaire from 275 frontline employees working in four- and five-star hotels in Turkey. The research model was tested via partial least squares. Findings indicated that dimensions of customer incivility as frustration and insulting manner reduce employee job satisfaction. While job satisfaction negatively affects the intention to quit, it positively affects time commitment and work intensity. Moreover, job satisfaction mediates the effect of customer incivility on both the intention to quit and work intensity. However, the mediating role of job satisfaction in the relationships between customer incivility dimensions (frustration and insulting manner) and time commitment is not supported. Based on the findings, theoretical contributions and suggestions for practitioners are presented.

本研究调查了工作满意度在客户不礼貌对工作努力（包括时间承诺和工作强度的维度）和辞职意向的影响中的中介作用。数据是通过对在土耳其四星级和五星级酒店工作的 275 名一线员工的问卷调查收集的。通过偏最小二乘法对研究模型进行了测试。调查结果表明，客户无礼行为的挫败感和侮辱性态度会降低员工的工作满意度。虽然工作满意度对辞职意向有负面影响，但它对时间承诺和工作强度有积极影响。此外，工作满意度在顾客不文明行为对辞职意向和工作强度的影响中起中介作用。然而，不支持工作满意度在客户不文明维度（沮丧和侮辱性方式）与时间承诺之间关系中的中介作用。基于研究结果，提出了理论贡献和对实践者的建议。